POSITION SUMMARY\:
The Expert in Electrical Distribution Technical Support is a critical role responsible for providing expert-level technical support for Medium and low Voltage electrical distribution equipment and systems. This role serves as the L3 technical escalation point for field services, partners, and Level 2 support teams, ensuring efficient and effective resolution of customer site issues. The Expert will lead technical activities related to service execution, develop and maintain knowledge content, and actively engage with an experts’ network to enhance overall customer support capabilities. This role is instrumental in enhancing service quality and customer satisfaction.
If you’re openminded and your mindset is oriented to help others, you’ll be welcome
Responsibilities\:
Technical Troubleshooting and Support\:
Provide expert technical support for medium and low voltage electrical distribution equipment and systems, including switchgear, transformers, circuit breakers, protection relays, and associated controls.Diagnose and resolve complex technical issues reported by field services, partners, and Level 2 support teams.Conduct remote troubleshooting and provide on-site support when necessary.Analyze system data and logs to identify root causes of failures and performance issues.Provide clear and brief technical guidance and recommendations to resolve customer issues.
Service Execution & Quality Improvement\:
Lead technical activities related to service execution, ensuring loyalty to best practices and quality standards.Develop and implement procedures for improving service quality and efficiency.Conduct post-service reviews and analyze feedback to identify areas for improvement.Participate in the development and testing of new service tools and technologies.Contribute to the creation and maintenance of technical documentation, including instruction sheets, guides, and troubleshooting procedures.
Knowledge Management & Content Development\:
Develop and maintain comprehensive knowledge content within service representative tools, including troubleshooting guides, FAQs, and technical bulletins.Ensure that knowledge content is accurate, up-to-date, and easily accessible to service teams.Create and deliver tech. training materials for L2 (field service technicians, partners, and internal staff).Contribute to the development of knowledge management strategies and initiatives.
Expert Network Management & Engagement\:
Establish and lead an experts network of technical specialists to facilitate knowledge sharing, collaboration and engagement.Organize regular meetings, workshops, and training sessions to publish technical information and best practices.Foster a culture of knowledge sharing and continuous learning within the expert network.Engage the experts with customers, SRs and Partners directly for complex technical issue resolution when needed.
Customer Support & Relationship Management\:
Provide direct technical support to customers when necessary, ensuring a high level of customer satisfaction.Communicate effectively with County teams to understand their needs and provide timely updates on issue resolution.Maintain accurate records and dashboard of customer interactions and technical support activities.Proactively identify and address potential customer issues to prevent future problems.