GCS Technical Account Manager 2
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POST DATE 9/17/2016
END DATE 10/26/2016
JOB DESCRIPTIONSchneider-Electric is a global technology, software and consulting organization leading significant change in process manufacturing, plant optimization, business operations and enterprise performance. We do this by helping our customers to take advantage of manufacturing and business operations. 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 and Petrochemicals, Upstream Oil and Gas, Pharmaceuticals and Fine Chemicals, and Power and Utilities.
Our market-leading solutions include Foxboro field devices and control systems, Triconex safety systems, SimSci-Esscor simulation and optimization applications and Avantis enterprise asset management. Wonderware software transforms data into vital plant information to enable our customers to keep their operations synchronized with their business objectives. Our Eurotherm portfolio of products provides control and automation solutions to help customers to meet statutory regulations, and IMServ carbon and energy solutions improve energy efficiency, cut costs and help to make businesses sustainable. Tying these systems and solutions together is the InFusion system, the world's first truly open enterprise system.
POSITION INFORMATION - GENERAL
This position responds to inquiries from a defined set of large customers via telephone or in written internet-based email or chat sessions. Responsible for driving to resolve customer concerns raised during installation, startups, commissioning, operation, maintenance, product application or compatibility matters. Troubleshoots problems with software applications and recommends corrective action. Advocate on the behalf of customers to escalate issue when needed with product management and development teams. In this position you will be required to document customer information and recurring technical issues to support product quality programs and product development. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities and will serve as a technical lead to other internal engineers and distribution channel. Employees at the senior levels also address highly complex technical issues that need to be escalated.
POSITION INFORMATION - SPECIFIC
SR TECHNICAL ACCOUNT MANAGER (TAM)*
PRINCIPLE DUTIES AND RESPONSIBILITIES:
1. Technical Account Manager (TAM) for a defined set of large accounts and is responsible for providing technical support and reports to customers. Support also involves setting up and reproducing customer issues along with documentation of issues and resolutions in CRM systems
2. As a member of the Premium Support team, the successful candidate is responsible for covering a phone queue during the normal business hours. Support personnel covering this queue typically will carry a caseload in the mid-teens, although actual load may vary.
3. Customer site visits to solve the issues or to provide consultancy services in conjunction with the associated customer
4. Serve as a technical lead to less-experienced TAMs
5. Active participation in the annual events as needed / requested. Responsibilities include presentations, product demo and event run/setup/teardown.
6. Knowledge transfer activities such as writing TechNotes, knowledge objects, articles, delivering WebEx sessions, and similar.
The primary customers are those large Premium and Elite subscribers which use Wonderware Brand products including Historian, Wonderware Application Server, InTouch, MES, DAServers and Toolkits. In addition, the TAM will engage with Endorsed Systems Integrators, Distributors and Sales including the Client Executives, Solution Architects and Solution Consultants.
Special Requirements: 5%-15% travel time is expected. This may require some domestic and international travel. A valid passport is required.
REQUIRED SKILLS, EXPERIENCE, AND EDUCATION (AND LEVEL OF IMPORTANCE):
Field Experience implementing Wonderware related software (specifically MES, Wonderware Application Server, InTouch, and Historian) and Solutions is required. Demonstrable knowledge, implementation or troubleshooting experience with Wonderware brand products as a Schneider-Electric employee, Systems Integrator or as a customer who has used the product.
Bachelors degree in Computer Science, Computer Engineering, Electrical/Electronic Engineering and at least 6 years of related work experience OR the equivalent of 9 years field experience.
In-depth experience with key Microsoft products:
(1) Microsoft SQL Server
(2) Operating Systems such as Windows Server (2008, 2012), Windows 7, Windows Client and Windows CE
(3) Programming experience in .net, C# or similar
(4) Microsoft Office (Word, Excel, Power Point.)
Willingness to learn other Wonderware products such as Workflow and having a background in computer or industrial automation hardware is also required.
Excellent written and oral English communication skills are necessary, proficiency in other languages in addition to English is a plus.
*Successful candidate maybe offered a TAM1, TAM2, or Senior TAM position based on qualifications.
Schneider-Electric is an Equal Opportunity and Affirmative Action Employer.
As part of our team, you'll build a strong career with a collaborative, knowledgeable team of people. 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.