Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Warrington


Technical Helpdesk Support Agent


Make the most of your energy in a career at Schneider Electric

Ranked as a Top 25 Employer to work for by LinkedIn, Schneider Electric is the global specialist in energy management and automation. With revenues of ~€25 billion in FY2016, our 144,000+ employees serve customers in over 100 countries, helping them to manage their energy and process in ways that are safe, reliable, efficient and sustainable. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Our connected technologies reshape industries, transform cities and enrich lives. At Schneider Electric, we call this Life Is On.

Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment. We’re looking for people with a passion for success — on the job and beyond. See what our people have to say about working for Schneider Electric:

Schneider Electric has an exciting opportunity for YOU to join the
Service Bureau
as a
Technical Helpdesk Support Agent.

Schneider Electric Service Bureau is a multi-offer, product expert support team, supporting a wide range of Schneider Electric and third party devices and related services through a secure monitoring platform.

Products and systems include
Power, UPS and Building Management Systems

Core duties include
monitoring, notification, troubleshooting
incident resolution
via software platforms.

The Service Bureau Team delivers a diverse range of duties 24x7x365. Agents are required to ensure critical tasks and duties are fulfilled in a timely, co-operative and professional manner.

Agents will interact with Customer and field service teams, technical support, sales and the Customer Care Center.

Clear and concise communications are critical and diligence and attention to detail are also key skills along with the ability to multi-task and priorities work appropriately.

Schneider Electric – Digital Services Offer

EcoStruxure is our open, inter-operable, IoT-enabled system architecture and platform. EcoStruxure delivers enhanced value around safety, reliability, efficiency, sustainability, and connectivity. EcoStruxure leverages advancements in IoT, mobility, sensing, cloud, analytics and cyber security to deliver Innovation at Every Level. This includes Connected Products, Edge Control, and Apps, Analytics & Services. EcoStruxure has been deployed in 450,000+ installations, with the support of 9,000 system integrators, connecting over 1 billion devices.

Your Mission:

In the framework of the Schneider-Electric Field Service Digital offers development, you will be part of a new Service Bureau organization providing support to 16 countries worldwide. In this role, you will support the customer on technical issue they are facing with connected offers.

By doing so, you will contribute to the improvement of First time fix rate, Mean time to repair, Customer satisfaction, Opportunity generation.

Your role will report to
Bilal Moreea – Remote Services Team Leader.

Your responsibilities:

Technical Remote support


Assist customer or Field Service Representative (FSR) with software installation, and device


Support customer app and account setup and explain how to use it


Analyse Data, Alarm and Log files for advanced troubleshooting (avoiding unnecessary visits)


Liaise with Product expert


Remote Monitoring, Troubleshooting, Diagnosis and Rectification / Escalation


Customer liaison via call, chat and email

Customer relationship management & business generation


Contract Validation in CRM


Opportunity notification creation in CRM after Life cycle alarms

Field Service efficiency


Coordinate FSR dispatch for on-site escalation


FSR Support

Continuous improvements


Remote Software upgrades and patches with customer or Field Service Representative onsite


Meet defined service KPI


Continuous Technical Training and Development

About you:


with a natural aptitude for dealing with people


Ability to work in a multi-cultural environment


and the ability to use and work on your own initiative


About the company

Schneider Electric SE is a European multinational corporation that specializes in electricity distribution, automation management and produces installation components for energy management. It is headquartered in Rueil-Malmaison, France and is also based at the World Trade Center of Grenoble.

Schneider Electric is the global specialist in energy management and automation.

Schneider Electric develops technologies and solutions to make energy safe, reliable, efficient, productive and green. The Group invests in R&D in order to sustain innovation and differentiation, with a strong commitment to sustainable development.

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