Job Overview
Are you passionate about improving customer satisfaction and creating market stability? Look no further as we're seeking a dedicated individual to provide top‐tier technical support for the Home Energy Management Solution (HEMS) within the Schneider Electric / Clipsal business.
About Schneider Electric / Clipsal
Schneider Electric is a global specialist in energy management and automation. Our mission is to empower homeowners to take control of their energy usage, generation and storage with our Australian‐designed and developed Home Energy Management Solution (HEMS).
About the Job
This is a 12‐Month Fixed‐Term Contract.
We have an exciting opportunity for an Advanced Technical Support Engineer – HEMS to join our Pacific Zone Technical Support team, based in Sydney or Adelaide. This role will report into Team Leader – Advanced Technical Support, H&D.
As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and SE businesses in their post‐sales journey. This includes Installation / Set‐up support, maintenance support and Remote troubleshooting assistance.
Key Operational Responsibilities
Home Energy Management Solution Support
* Ensure Solar Installers and homeowners have a smooth onboarding, commissioning, and product experience with the Home Energy Management System.
* Onboard Installers who are new to HEMS, providing guidance and setup support.
* Handle support calls from Installers during system commissioning to resolve technical issues.
* Resolve homeowner issues related to the HEMS mobile app via phone and email.
* Work with Wholesalers, Installers, Customers, and Manufacturers to process warranty claims, including arranging replacement parts and installation.
* Perform comprehensive troubleshooting to diagnose system and software issues.
* Escalate complex or software‐related problems to L3 Software Operations teams when required.
Support for Installed Residential Solar Fleet (Clipsal Solar)
* Provide ongoing operational support for the fleet of residential solar systems installed by the Clipsal Solar business (now part of Schneider Electric).
* Manage relationships with customers, sub‐contracted solar installers, equipment suppliers, and internal engineering teams.
* Review and audit installed residential PV systems to ensure compliance with CEC Guidelines and Australian Standards.
* Understand system component parameters and manufacturer specifications to assess correct installation and operation.
* Communicate technical findings and corrective requirements clearly to sub‐contracted electricians and customers.
Relevant Skills and Attributes
* Diploma/Degree in Electrical / Electronics / Power Engineering, or Trade Qualification with relevant experience (within the residential solar industry).
* Product‐specific training and/or necessary training qualifications within the Renewables and Solar space.
* Candidates with onsite experience, usage of Solar Design tools and software will be preferred.
* Experience in Residential Solar installations, technical fault finding.
* Understanding of the relevant Australian standards and guidelines and how they apply to real‐world contexts of residential solar installations.
* Excellent problem‐solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time‐management skills.
* Advanced computer skills and data analysis.
Additional Skills
* Excellent customer service.
* Organisation and time‐management.
* De‐escalation and conflict resolution.
Additional Requirements
All applicants must have working rights in Australia at the time of application and will be required to provide documented evidence if selected for interview.
Schneider Electric does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to Schneider Electric and no fee will be payable.
Equal Opportunity Employer Statement
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 origination, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
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