L2 Technical Support Engineer

The BG (Buildings as a Grid) Technical Support Engineer's primary function is to provide technical support (pre-sales and/or after sales) to internal and external customers and/or the sales organization by acting as a primary point of contact on several channels: telephone, e-mail, web ticket, etc. for electrical vehicle charges and related softwares, energy storage devices and systems and energy management softwares.

The Technical Support Engineer also acts as a first point of contact for customers (L1), and as an internal escalation point (L2) for inquiries and simple troubleshooting (hardware and/or software cases) starting from commissioning resolutions, pre-sales and post-sales. Support the process documentation and knowledge sharing sessions, tools testing and deployment and contribute to increase the customer satisfaction and the technical knowledge within the team.

She/he is responsible for interfacing with local sales colleagues, area managers, end customers, partners, wholesalers and distributors, designers and/or sales or service representatives when necessary to handle a variety of pre-sales or post-sales technical support functions. Supporting the local sales functions and external customers in areas such as documentation localization, technical assistance, product or assortment specific questions, technical guidance, warranty, documentation, repair/calibration requests and troubleshooting.

1. Provide L2 technical support towards L1 technical support engineers in the EMEA region upon escalated cases.
2. Take responsibility to continuously develop the knowledge level of the L1 engineers by shadowing, trainings, knowledge transfer sessions.
3. Take responsibility over the escalated case until final resolution by resolving or escalating to L3, quality, R&D departments and keeping the L1/clients informed about their case while keeping the SLA.
4. Initiate or propose site interventions with service partners or field service engineers.
5. Initiate or propose RMA process and product replacements/spare part orders together with the sales organizations and order management/logistic teams.
6. Manage cross references and provide technical support in choosing the components among the EATON product portfolio and competitors.
7. Assist internal and external customers with product selection and application assistance via email and phone.
8. Provide support in testing for the development of tools, hardware, software.
9. Support the creation of technical and commercial documentation.
10. Actively enrich the knowledgebase related to EVCI.
11. Assist customers to resolve hardware and/or software issues which might involve escalations to L2 and above technical support engineers, R&D and Product Managers.
12. Drive customer loyalty through quality of service, improved value and through a high-performance culture.
13. Own and drive the technical knowledge and expertise for the EVCI product families and help in knowledge sharing sessions for new joiners and colleagues in the BSC.
14. Participate actively in CI projects and initiatives to increase productivity and efficiency from team and BSC activities.

Engineering or equivalent Technical Degree (Electrical is an advantage)

Proven experience in EVCI support
Advanced knowledge of EV chargers and related backends, understanding of electrical products and applications
Analytical mindset, sales and business acumen
Fluent in English. French, German, Italian is an advantage