GCS Sr Technical Account Manager working for Schneider Electric Software
Req No: 003Y1M
Location: Cambridge, England
Posting Date:28th March 2018
Closing Date:27th April 2018
Schneider Electric Software
Schneider Electric is an innovative and trusted provider of software and services that improve productivity and profitability for production, manufacturing and infrastructure industries. Our software solutions allow customers to deliver sustainable performance with flexibility and agility to address evolving market requirements.
The Schneider Electric industrial software business and AVEVA have merged to trade as AVEVA Group plc, a UK listed company. The Schneider Electric and Life is On trademarks are owned by Schneider Electric and are being licensed to AVEVA by Schneider Electric.
Why join us?
First and foremost is our open approach. It’s about providing an environment that encourages personal growth and recognizes and rewards success. Schneider Electric offers a clearly different employment experience than other global organizations. We don’t place limits on what people can achieve.
We do this by:
Providing an exciting and challenging environment in a respected, highly successful and growing company where success is built by the people who work here
Being performance-oriented: developing, recognizing and rewarding a ‘can-do’ approach, great performance and personal achievement
Expecting colleagues to challenge each other and continuously seek opportunities to do things better
Valuing people who solve problems and thrive on challenges
Creating new opportunities for personal growth by supporting the training and development of our people
Working collaboratively with others to achieve shared success
Being open and transparent as an organization
Encouraging people to make a positive contribution and express their point of view without fear
Providing an environment in which people can shape their own career paths
Nurturing courageous people who want to make big things happen – and providing them the environment to do it
Manage a number of software deployment and projects
Gather client requirements and feedback, working with consultants and product managers to develop a project plan and ensure a viable implementation
Develop a trusted relationship with the customer through delivering their requirements
Oversee project team interactions coordinating project elements and communicating project progress, both internally and to customers
Plan transition of responsibility to support team once project delivery is complete
Work with senior technical staff to improve and mature deployment project management processes
The Global Customer Support (GCS) team is within the Schneider Electric Software Business group and supports the Customer FIRST program, which offers a rich portfolio of essential software maintenance, award-winning technical support and services to help customers protect and extend the value of their investment and keep their operations running smoothly.
Reporting to theRegional Manager, Global Customer Support (EMEA), Schneider Electric has a great opportunity for the right person to join our team as a SR Technical Account Manager that can be based in Central Europe, Germany, Italy or UK. Any of these locations it is a possibility.
The overall job of a TAM is to ensure that on a day-to-day basis, Schneider Electric Premium and Elite +TAM customers are receiving quality, world-class technical support. This position responds to inquiries from these customers via telephone or in written internet-based email or chat sessions and is responsible for driving to resolve customer concerns raised during installation, start-ups, commissioning, operation, maintenance or product application or compatibility matters.
This position will troubleshoot problems with software applications and recommends corrective action. You will be required to document customer information and recurring technical issues to support product quality programs and product development. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Employees at the senior levels also address highly complex technical issues that need to be escalated.
Your Principle Duties and Responsibilities:
- As a TAM, you will be assigned to a defined set of large accounts and will be responsible for providing technical support and periodic reports for those customers. Support also involves setting up and reproducing customer issues along with documentation of issues and resolutions in CRM systems.
- As a member of the GCS team, the successful candidate is responsible for covering a phone queue during the normal business hours. Support personnel covering this queue typically will carry a caseload in the mid-teens, although actual load may vary.
- TAMs also actively participation in the annual events, such as Wonderware User Event. Responsibilities include presentations, product demo and event run/setup/teardown.
- When required or requested, TAMs may go on customer site visits to solve the issues or to provide consultancy services in conjunction with the associated customer
- Serve as a technical lead to less-experienced TAMs
- In this position, you will be required to perform knowledge transfer activities such as writing TechNotes, knowledge objects, articles, delivering WebEx sessions, and similar.
You will have a degree in Electronics and Communication, this is a pre-requisite of the role.
You will be certified in the Wonderware System Platform as well as MES certified in Wonderware, this is a pre-requisite of the role.You
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