施耐德L3 Global Expert Technical Support Engineer
任职要求
HIGH LEVEL PERFORMANCE METRICS: • Customer Satisfaction/Loyalty • Case Acceptance, Case Answer metrics • Case Logging quality & quantity • Training/Coaching Evaluation • Project Completion EDUCATION: Degree in Electrical Engineering/Computer Engineering/Information Systems or Electrical/Technical Diploma course or 1-2 years related work experience EXPERIENCE FURTHER DEFINED: · Excellent problem-solving skills and the ability to demonstrate logical troubleshooting steps when working on hardware/software issues · Prior experience as an electrical specialist, prior experience in technical repair/maintenance is preferred · Must be fluent in English · Has excellent communication skills and networking skills · Needs to have a strong grasp and understanding of a team environment · Has ability to troubleshoot electronic and Single-Phase equipment using schematic or block diagrams · Has ability to define problem, collect data…工作职责
POSITION SUMMARY: APC by Schneider Electric would like to advertise for the position of Level 3 CCC Technical Support Engineer within the Customer Care team. A Schneider Electric Edge or Data Centre Solution consists of the Power, Cooling, Security, Management, Monitoring, Environmental and Rack requirements to ensure a reliable environment for housing and running server systems. The primary responsibility of this role is to provide highest quality Technical Support to our customers using Single-Phase UPS Technology, with a secondary in management and monitoring platforms, supporting the numerous hardware and software products Schneider Electric offer. The successful candidate should have a passion for technology, be a self-learner and motivated to solve complex technical problems through self-led lab testing and validating. The candidate will join an expert team working on latest developments in Secure Power and will gain experience working with some of the leading companies in the world of IT. BREAKDOWN OF REPONSIBILITIES: · Lead cross-functional support team to respond to escalated customer issues in a timely manner including management of escalations as mini-projects. · Provide Weekly updates of CMI (Customer Major Issue) for the Secure Power CS&Q Team. · Serve as a member of the BOC (Board of Change) Team for ODM – acting as case investigator. · Liaising within the Customer Satisfaction & Quality Teams – Offer Quality Leads, Product Quality Leads, Product Managers and Cybersecurity teams on a regular basis to ensure detailed knowledge of trends/bugs, all imminent software related releases and compatibility issues. · Review technical documentation for accuracy and clarity when needed (Product Manuals, Field Service Bulletins, Technical Expert Assessment (TEX) Reports, Method of Procedure) · Support Sustaining Engineers with TEX related activities. · Execute deliverables for the applicable product family in the product development process (PMP) · Provide and develop relevant product training associated with respective product lines. · Oversee support of CCC (training, answering of technical questions, mentoring) · Document problems and help create knowledge articles to help technical support, and field engineers, to identify and solve issues quickly. · Advanced Knowledge of all I2P processes within Bridge Front Office (bFO) · Review field quality data, provided by CCC and Service Operations, to generate reports which can support various I2P processes and initiatives. (IWF, PRB, FSB, etc.) · Providing expert level Hardware/Software support to Customers, Service Engineers, Network Integration Engineers and Service Partners as required. · Installing, updating and testing of new Hardware/Software Products in team laboratory, completing validation testing and recreating customer issues in a controlled environment to identify and troubleshoot reported problems. · Maintaining technical knowledge on new trends, products and systems through project work, courses and self-study.
1. Be responsible for the full life cycle management of in-store payment products, including product planning, product design, prodcut release, and subsequent iterative optimization，Design EMV-compliant terminal software (EMV & Tap-to-pay solutions), optimize transaction flows (sale, ,void, clearing, etc.), and ensure EMV L3 certification & PCI P2PE security standards. 2. Deeply understand users and markets, conduct market research and competitor analysis, define product positioning, product strategies, and product roadmaps, Analyze merchant needs, track market trends (e.g., contactless payments, QR payment, terminal operation), and manage & develop terminal operation tools. 3. Break down product structure and modules, analyze user stories, design product features & user experiences. 4. Work closely with internal and external teams & stakeholders, manage and drive product projects to ensure products are delivered on time and meet high-quality standards. Collaboration among terminal vendors, solution partners and security service suppliers, etc. 5. Participate customer delivery activities to verify products and ensure customer success. Such as payment routing solution & multi-channel integration management, etc. 6. Understand, define and track product performance metrics and continuously enhance customer experience and performance. Such as PSR optimize & Reducing merchant transaction costs.
1. Be responsible for the full life cycle management of in-store payment products, including product planning, product design, prodcut release, and subsequent iterative optimization，Design EMV-compliant terminal software (EMV & Tap-to-pay solutions), optimize transaction flows (sale, ,void, clearing, etc.), and ensure EMV L3 certification & PCI P2PE security standards. 2. Deeply understand users and markets, conduct market research and competitor analysis, define product positioning, product strategies, and product roadmaps, Analyze merchant needs, track market trends (e.g., contactless payments, QR payment, terminal operation), and manage & develop terminal operation tools. 3. Break down product structure and modules, analyze user stories, design product features & user experiences. 4. Work closely with internal and external teams & stakeholders, manage and drive product projects to ensure products are delivered on time and meet high-quality standards. Collaboration among terminal vendors, solution partners and security service suppliers, etc. 5. Participate customer delivery activities to verify products and ensure customer success. Such as payment routing solution & multi-channel integration management, etc. 6. Understand, define and track product performance metrics and continuously enhance customer experience and performance. Such as PSR optimize & Reducing merchant transaction costs.
The Role As a key member of the Network Team within IT Infrastructure & Operations, this role will focus on the design, implementation, and operation of network systems across industrial internet, IoT, and traditional internet environments. The position involves working closely with corporate networks, data center networks, and retail network infrastructure to support Tesla’s global operations. Responsibilities: Design, build, and maintain data center networks, including AI data center networks. Lead network architecture design and implementation of network projects, including the creation of high-level design (HLD) and detailed design (LLD) documentation. Develop and maintain network design and operations documentation. Define and implement network performance metrics to monitor and analyze network health and availability. Explore and evaluate emerging network technologies, and integrate them into Tesla’s existing infrastructure. Establish and optimize IT/OT/IoT technology standards applicable to Tesla’s operational environments.
