Schneider Electric Technical Account Manager (NonLOB, GCS Australia) - SW in Australia

Schneider-Electric is a global technology, software and consulting organization leading significant change in process manufacturing, plant optimization, business operations and enterprise performance. Our solutions help to automate plants and facilities and allow a wide range of personnel to receive and respond to changes in conditions more quickly and effectively, and thereby keep their operations running efficiently and safely. Primary customer industries include Refining & Petrochemicals, Upstream Oil & Gas, Pharmaceuticals & Fine Chemicals, Food & Beverage, Mining/Metals/Minerals, and Power & Utilities.

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.

We are currently offering a great opportunity to succeed in the position of Technical Account Manager (TAM) for Schneider-Electric software products to join our team in Perth Australia, reporting directly to the Manager, Global Customer Support, Asia-Pacific (APAC).

As part of our team, you'll build a strong career with a collaborative, knowledgeable team of professionals. We'll challenge you to think differently to achieve your goals. You'll have easy access to senior management, leading thinkers, and colleagues around the world.

In addition to competitive salaries and inclusive benefits, we offer global career opportunities and travel to new places to inspire fresh, new thinking. We believe in rewarding and recognizing risk-taking and creativity. We also promote a healthy work-life balance as essential for your personal growth.

Position Information

The TAM role represents a senior level technical competency in the fields of product technical support and solution engineering. Technical Account Management encompasses both product and custom developed aspects of a Schneider-Electric software based solution. The TAM shall respond to inquiries from a defined set of large customers via telephone or in written internet-based email or chat sessions. He or she will resolve customer concerns raised during installation, startups, commissioning, operation, maintenance or product application or compatibility matters. TAMs also troubleshoot problems with software applications and recommends corrective action Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Documents customer information and recurring technical issues to support product quality programs and product development. Employees at the senior levels also address highly complex technical issues that need to be escalated.

This role requires excellent communication (both written and verbal), organization, and application design and development skills. In addition to possessing a high level of technical proficiency in the technologies cited below, the TAM must have the ability to present and/or interact directly with customers and colleagues in a professional manner. Possessing the knowledge to distinguish between core product functionality and that which had been designed and custom developed by the implementation team is required. An understanding of manufacturing processes or having domain experience in the mining, hydrocarbon, chemical, power, pharmaceutical, food & beverage and utilities industries is a plus. As a member of the Global Customer Support organization, the TAM will expand their knowledge through collaboration with other Technical Account Managers around the world.

Principle Duties and Responsibilities

  • Act in a lead role as the Technical Account Manager on specific customer accounts

  • Responsible for providing consulting services to technically support strategic customers. Consulting involves providing system architecture feedback and addressing customer’s unique project requirements and objectives, providing technical and strategic direction. Support involves setting up and reproducing customer issues along with documentation of issues and resolutions

  • Document activities and findings in a case tracking CRM tool

  • Technical troubleshooting, analysis, and diagnosis of product or solution issues

  • Customer site visits to solve the issues or to provide consultancy services in conjunction with the associated customer

  • Ensure case updates and resolution timeframes are in line with service level agreements

  • Delivery of product issue workaround or fix

  • Delivery of custom code issue workaround, fix, or enhancement

  • Document requirements for a custom code change and complete feasibility study

  • Maintain system documentation

  • Maintain custom code and documentation under version control

  • Strictly follow quality management system guidelines

  • Proactively work with customers to ensure best practice maintenance of solution is being applied

  • Transfer knowledge to backup GCS Resources to cover in absence

  • Active participation in the annual events as needed / requested. Responsibilities include presentations, product demo and event run/setup/teardown

  • The position will require travel for training, delivery of onsite services, and to engage with project implementation teams

Key Working Relationships

The primary customers are large Premium and Elite +TAM subscribers which use Schneider-Electric Software’s market leading brands including Wonderware, Citect, Avantis and SimSci. In addition, the TAM will engage with Product R&D; - Sustaining Engineering, Regional Software Delivery teams, Endorsed Systems Integrators, Distributors and Sales including the Client Executives, Solution Architects and Solution Consultants.

General Qualifications

  • Bachelor degree or equivalent experience in a respective Computer Science or Engineering field is preferred

  • Demonstrable knowledge and implementation or troubleshooting experience as a Schneider Electric employee, Systems Integrator or as a customer who has used Schneider Electric products

  • Domain experience in the manufacturing, mining, hydrocarbon, chemical, power, pharmaceutical, food & beverage and/or utilities industries

  • Willingness to learn other products and having background in computer or industrial automation hardware is also required

Technical Proficiencies

  • Current versions of Schneider Electric Software (Wonderware, Citect, Avantis, SimSci)

  • Microsoft Windows Operating Systems (Server and Client)

  • Microsoft Office Applications

  • Microsoft Visual Studio, including VB.Net and/or C#

  • Familiar with source code version control system such as VSS or TFS

  • A sound understanding of multitier solution architectures

  • Oracle and/or Microsoft SQL Server database development tools and languages (SQL, PL/SQL, T-SQL)

  • Oracle and/or Microsoft SQL Server database administration

  • Expertise in process RTDB technologies

Work Experience

  • Four or more years’ experience as a Project Manager, Solution Architect or Project Engineer practicing in design, development, and integration of IT solutions for manufacturing where a distributed architecture with middleware layer was utilized

  • Senior Level Product Technical Support Engineer experienced in working with customers to resolve advanced application issues

  • Field Experience implementing Wonderware/Citect software and solutions is required (specifically InTouch, System Platform, MES, Historian).

Soft Skills

  • Excellent communication skills, written and verbal

  • Collaboration mindset and ability to work in a virtual team environment towards a common goal

  • Travel: Viability up to 25% travel time is expected. May require some domestic and international travel

  • A valid passport is required

Disclaimer: _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._

Primary Location: AU-Western Australia

Schedule: Full-time

Unposting Date: Ongoing

Req ID: 003YZ5