Field Service Representative at Schneider Electric Nigeria

Ref Id: 004IIX

Job Description

• This position is accountable for installing, inspecting, maintaining, troubleshooting and repairing customer equipment. 
• The incumbent will maintain, retrofit, and provide technical support for all Schneider products, both in the shop and on site. 
• Work on competitive equipment may also be part of the role. 
• FSR will instruct customers on the operation and maintenance of equipment.
• He will provide technical instruction and guidance to new and less experienced FSR. 
• He will perform warranty and recall work.
• Test circuits and equipment utilizing various tools and machines such as computers, software, workstations, circuit diagram, etc. 
• Analyze malfunctions in equipment and interpret maintenance manuals, using knowledge of systems and electronics to isolate and correct issues. 
• FSR must be available to respond to emergency calls and for intervention.
• Maintain service equipment, tools and documentation. Identify sales opportunities and submit them to sales teams in the FS systems (CRM/ERP).
• Any intervention will have to be prepared and executed in respect of safety guidelines (prevention plan, protection equipments, …)

Essential Responsibilities

• Provide outstanding customer service
• Advise customers on best practice, new services and upgrade opportunities
• Perform Startup/Commissioning on equipment across the Schneider Electric product portfolio.
• Perform Preventive, scheduled and unscheduled Maintenance on equipment
• Track Installed Base (serviceable assets)
• Submit Opportunity Detected during his interventions
• Support serviceable Schneider equipment including but not limited to: electrical switchgear, HVAC/CRAC systems, UPS systems, PDUs, RPPs, BMS systems, PLCs, HMIs, Drives, security, access control, CCTV and fire alarm and suppression systems…
• Leads or contributes to Field Services small projects coordination and execution on customer site (end of life, modernization, upgrade, …).
• Must have proven skill level to interpret blueprints and other service documents, including but not limited to, specifications, reporting and quality requirements.
• Perform basic audits of customer’s electrical systems and equipment.
• Document all required information for each site (technical report)
• Get signature from customer for acceptance after the execution of the on-site work
• Provide daily and accurate time and expense for each customer intervention
• Properly document, label, and return all defective parts utilized in the repair of equipment to the designated disposal/repair location.
• Develop innovative solutions to more complex technical problems that arise during start-up.
• Research, evaluate, and recommend new products or equipments upgrades that will meet customer needs.
• Assist Schneider Electric Service Partners in site visits, evaluating technical and professional performance.
• When at customer site, looks for other business opportunities outside current scope of work and lead them to the sales team
• Is in permanent relation with his planner/coordinator for smooth execution of his intervention
• Will escalate to FS technical expert in the countries as needed when unable to solve a technical issue
• Perform other duties as assigned
• Can investigate remotely  the origin of the breakdown and submit fixes (in a service bureau for example)

Main interactions:

• Customers, coordinators, Operations leader, Inside  services sales, technical support

Key Success Factors

• Regular training to develop competency
• Knowledge of overall Schneider Electric offer and serviceable assets to identify cross-BU opportunities
• Appropriate tools to be efficient

Qualifications
Education and Experience:

• Associate degree in Electronics/Electrical/Mechanical with at least 1 year of related experience, or have 4-5 years equivalent experience in a related field, or equivalent combinations of education and experience.

Field Service Rep Junior:

• Has 1-3 years experience in Field Services. FSR Jr. role works under general directions for routine work and detailed instructions on new assignments.

Field Service Rep Senior:

• Has 3-5 years experience in Technical Service field. FSR Sr. role works under no instruction for routine work and general instructions on new assignments.

Field Service Rep Expert:

• Has 5 - 10 years experience in Technical Services.
• FSR Expert role works independently to determine methods and procedures on assignments.
• The Expert coordinates contracts and manages subcontractors on projects.
• Expert FSRs integrate all Schneider Electric and customer equipment and systems.
• Expert is responsible for Service Level provided to customer on-site.
• This role demonstrates applied technical experience for on-site project management across all BU offers.