After Sales Technical Support Expert

Role Overview

• Lead Level 3 support activities across the NAM region, including remote diagnostics, incident analysis, corrective action planning, and on-site expert interventions.
• Perform root cause analysis for complex technical issues and provide structured reporting to factories and customers.
• Use corporate digital tools and IoT platforms for remote diagnostics and performance monitoring.
• Support the deployment of firmware, software, technical upgrades, and engineering modifications in the field.
• Maintain deep expertise across Socomec Critical Power portfolios, including UPS, PCS, BESS interfaces, STS, and associated monitoring systems.
• Promote and enforce strict safety procedures across all service operations.
• Support continuous improvement of escalation and de-escalation processes following PDCA and A3 methodologies.
• Contribute to standardization of service procedures and technical instructions for technicians and partners.
• Coordinate technical escalations between TOS, PLM, R&D engineering, and customers.
• Track open issues, ensure timely follow-up, and document actions and resolutions.
• Represent NAM in PLM, TOS, and TAS technical meetings and provide weekly feedback to internal teams.
• Contribute to new product development reviews to ensure after-sales and serviceability requirements are integrated.
• Own the knowledge management process for NAM, including technical documentation, field bulletins, and service instructions.
• Define training needs, design training programs, and ensure proper curriculum alignment with HQ standards.
• Deliver advanced and expert-level training for technicians, distributors, and subsidiaries (CIM Levels L3 and L4).
• Ensure PROTEUS data accuracy and maintain training indicators and records.
• Support digital training content development (e-learning, 3D modules, virtual simulators).
• Provide high-quality remote technical support through ticketing systems and direct customer communication.
• Maintain strong relationships with key customers, distributors, and subsidiaries to ensure consistent technical performance.
• Support technical discussions during project commissioning, site acceptance testing, or major system upgrades when required.

Requirements

• Strong and successful experience leading and motivating
• Mentoring, collaboration, influencing, and negotiation skills
• Encourages and demonstrates accountability; focused on meeting business goals
• Successfully establishes and maintains long-term relationships
• Result oriented and hands on
• Entrepreneurial, resourceful, innovative and energetic; demonstrates a passion for results and a winning outlook
• Strong verbal and written communication skills with the business acumen to clearly present concepts and ideas
• Consistently demonstrates the highest level of integrity in all interactions and decision-making
• Proactively anticipates and actions business needs.

Tech Stack

• IoT

Benefits

• Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process.