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Jobs · OTHR · Texas

Senior Engineer II, Technical Customer Care

Schneider Electric · Dallas, TX · 2 wk ago
HybridOTHRFull-time

About the role

Join our Technical Support Service Engineer team as a Senior Engineer, where you'll blend technical problem-solving with customer advocacy. This role is perfect for someone who loves diagnosing complex product challenges and delivering solutions that make a real difference. The focus of this role is to help resolve product issues for Schneider Electric field engineers and partners by simulating and testing problems experienced in customers’ environments.

Responsibilities

  • Set up and configuration of Windows workstations/servers
  • Installing and restoring Building Management Systems
  • Work with debugging software and analyzing the resulting logs
  • Use provided tools (e.g., Wireshark) to decipher error logs and determine root cause of problems
  • Interface with Engineering and Quality Assurance departments
  • Act as a liaison between Engineering and QA to explain problems and facilitate resolution
  • Troubleshoot and resolve complex system problems
  • Understand control logic utilizing (DI, DO, AI, AO, Relays, NO, NC, Grnd, TX, RX)
  • Quickly learn new products using reference manuals to build personal knowledge
  • Thoroughly document support case information and resolutions
  • Work with customers who have varying levels of product knowledge and experience
  • Demonstrate excellent phone and personal interaction skills, relating to customers with a clear and calm demeanor

Requirements

Preferred System Knowledge:

  • Understanding of Security Technology, Access Control, CCTV, Intrusion Alarm systems, Intercom systems
  • Understanding of BMS Technology, HVAC topologies, BMS integration, Field devices, control protocols
  • Bachelors degree in electrical engineering or computer science preferred
  • 10+ years of field experience
  • Tridium/Niagara Field Experience
  • Niagara N4/AX Certification
  • HVAC/BMS Control background
  • TAC IA – LON / BacNet
  • TAC Vista – LON
  • EcoStruxure Building Operation
  • Information Technology, TCP/IP networks, servers, domains, firewalls, routing, Windows, and mobile Operating systems
  • Electrical – Low voltage

Benefits

Meaningful work where your technical expertise directly impacts customer success, a collaborative culture that values innovation, problem-solving, and knowledge sharing, and professional growth opportunities including specialized training and technical certifications.

  • Medical (with member reward points), dental, vision, and basic life insurance
  • Benefit Bucks
  • Flexible work arrangements
  • Paid family leaves
  • Well-being programs
  • 12 holidays per year
  • 15 days of paid time off per year
  • Competitive base salary and short-term incentives
  • Company share ownership
  • 401(k) with match
  • Performance discussions and global opportunities
  • Schneider Career Hub and learning platforms like Coursera
  • Inclusive workplace with collaboration and recognition
  • Volunteer leave and community support programs
  • Military leave benefits

Pay

For this U.S.-based position, the expected pay range is USD 117,600 - USD 176,400 per year, including base pay and short-term incentives. Individual pay is determined by performance, knowledge, job-related skills, experience, and relevant education or training.

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