The posting
Overview: The role involves driving the technical development and continuous capability enhancement of Technical Support Engineers and Agents to ensure the consistent delivery of high-quality customer support services. This position is responsible for developing learning strategies, training materials, and technical skills programs that strengthen employee competency, operational effectiveness, and service excellence. The role plays a key part in improving the overall learning experience by identifying skills gaps, maintaining training resources and records, conducting training needs analysis, and implementing development initiatives aligned with business and Technical Center of Excellence objectives. Through technical consultation, operational support, and laboratory management, the position contributes to building a highly skilled workforce, improving customer satisfaction, and supporting overall business performance. What will you do? Technical Skills Development New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents. This will help in mentoring and training newly hired technical support staff. Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness. This will improve the learning experience and technical competencies of the employees. Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix. This will be critical that will help in collaborating with respective teams in building the capabilities of the employees. Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system and would be able to provide reports related to training from the learning management system. Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Schneider Electric employees as part of their development, sustainable business continuity, and growth opportunities. Advanced Technical Support Consultation Propose Technical Articles, FAQs, and Video FAQs from handled cases (bFO). Be able to propose and configure all functions according to the customer application. Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... ) as part of the AHOD (All Hands On Deck) process. Work closely with all teams in the technical support scope: Primary, Advanced and Expert support team, Internal Technical and Services Teams, and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, and collect all necessary information in case of escalation to the Expert or R&D team if necessary. Escalate on time. Laboratory Management Maintain the work environment, laboratory equipment, and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Be able to perform tests to reproduce customer behavior on demo cases using the available products in the laboratory Ensure lab safety by carrying out regular inspections of all equipment, including connection audits and heat‑risk assessments. Document findings, correct issues when within scope, and escalate hazards to prevent recurrence of incidents. Operational Support Communicate and share knowledge with Primary and Advanced Support. Be able to collect information needed in case of escalation to Technical Experts (L3) Duties and Responsibilities Technical Skills Development New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents. This will help in mentoring and training newly hired technical support staff. Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness. This will improve the learning experience and technical competencies of the employees. Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix. This will be critical that will help in collaborating with respective teams in building the capabilities of the employees. Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system and would be able to provide reports related to training from the learning management system. Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Schneider Electric employees as part of their development, sustainable business continuity, and growth opportunities. Advanced Technical Support Consultation Propose Technical Articles, FAQs, and Video FAQs from handled cases (bFO). Be able to propose and configure all functions according to the customer application. Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... ) as part of the AHOD (All Hands On Deck) process. Work closely with all teams in the technical support scope: Primary, Advanced and Expert support team, Internal Technical and Services Teams, and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, and collect all necessary information in case of escalation to the Expert or R&D team if necessary. Escalate on time. Laboratory Management Maintain the work environment, laboratory equipment, and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Be able to perform tests to reproduce customer behavior on demo cases using the available products in the laboratory Ensure lab safety by carrying out regular inspections of all equipment, including connection audits and heat‑risk assessments. Document findings, correct issues when within scope, and escalate hazards to prevent recurrence of incidents. Operational Support Communicate and share knowledge with Primary and Advanced Support. Be able to collect information needed in case of escalation to Technical Experts (L3) Understand the source of the problem and evaluate its impact and the mitigation actions. Understand and explain type test certificates and special quality tests. Maintain the right expert knowledge according to the specialization needed: Industrial Automation and Control Occasionally provide technical training to end-users. Creates and maintains SOPs, technical documentation, and process maps to support standardized and efficient operational workflows. Related Duties As Assigned The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. What's in it for me? Meaningful work that directly impacts how technical teams grow and perform Room to develop your training craft and deepen your technical knowledge Collaborative culture that encourages innovation and values your expertise Flexible delivery options that let you bring your best to every session If you're passionate about empowering others through great training, we'd love to meet you! Rewards designed for you Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page. * Country-specific programs and initiatives may be available. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today! €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
