As a French-Speaking Technical Support Engineer, you will serve as the primary technical point of contact for Schneider Electric's French-speaking customers, partners, and field engineers across Europe or global regions. You will provide high-level technical assistance, troubleshooting, and problem resolution for our energy management and automation solutions. This role requires a strong blend of technical expertise, analytical problem-solving, and fluent professional French communication skills.
Advanced Technical Support & Troubleshooting
- Diagnose, troubleshoot, and resolve complex technical inquiries related to Schneider Electric products
- Escalate unresolved, high-impact cases to Tier 3 support or Product Engineering teams while maintaining absolute ownership of the customer relationship.
Customer Experience & Communication
- Provide clear, concise, and professional technical support in fluent French and English via phone, email, chat, and remote desktop sessions.
- Translate complex technical jargon into easy-to-understand guidance for non-technical stakeholders or local field technicians.
- Meet or exceed team Key Performance Indicators (KPIs) including Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Mean Time to Resolve (MTTR).
Knowledge Management & Continuous Improvement
- Document all customer interactions, technical findings, and case resolutions thoroughly within the CRM system.
- Create and author internal/external Knowledge Base articles (FAQs, white papers, troubleshooting guides) in French to promote customer self-service.
- Participate in continuous product training to stay ahead of new product launches, updates, and safety compliance protocols
Requirements & Qualifications
- French: Native or professional fluency (B1/B2 - C2 CEFR level equivalent).
- Must be comfortable conducting deep technical discussions, drafting emails, and handling high-pressure phone calls completely in French.
- English: Strong professional working proficiency for internal collaboration, training modules, and global team alignments.
- Bachelor's Degree
- Minimum of 2–4 years of experience in a technical support, product support, or any relevant role.
- Familiarity with electrical distribution, industrial automation, data center infrastructure, or IoT software platforms is highly advantageous.
- Experience working with CRM software, ticketing systems, and remote network diagnostic tools.
- Excellent analytical, diagnostic, and root-cause analysis skills.
- Strong customer-centric mindset with patience and empathy for handling escalated situations.
- Willingness to work in shifting schedules (night shifts, mid-shifts) to support European business hours, as well as occasional Philippine holidays.
- Must be amenable to work in EPZA, Rosario, Cavite in a hybrid setup
