[슈나이더 일렉트릭 코리아]Technical Account Manager 채용

Technical Account Manager (NonLOB, GCS Korea) - SW - 002SGT

 

 

We are currently offering a great opportunity to succeed on the position of Technical Account Manager (TAM) for Schneider-Electric software products to join our team in Korea, reporting directly to the Senior Manager, Global Customer Support, Asia-Pacific (APAC).  

 

Scope:

The Technical Account Manager role represents a senior level technical competency in the fields of product technical support and solution engineering.  Technical Account Management encompasses both product and custom developed aspects of a Schneider-Electric based Solution.  The Technical Account Manager shall respond to inquiries from a defined set of large customers via telephone or in written internet-based email or chat sessions. He or she will resolve customer concerns raised during installation, startups, commissioning, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. Employees at the senior levels also address highly complex technical issues that need to be escalated.

 This role requires excellent bilingual communication (both written and verbal), organization, and application design and development skills.  In addition to possessing a high level of technical proficiency in the technologies cited below, the Technical Account Manager must have the ability to present and/or interact directly with customers and colleagues in a professional manner.  Possessing the knowledge to distinguish between core product functionality and that which had been designed and custom developed by the implementation team is required.  An understanding of manufacturing processes or having domain experience in the hydrocarbon, chemical, power and utilities industries is a plus.  As a member of the Global Customer Support organization, the Technical Account Manager will expand their knowledge via working with other Technical Account Managers around the world, and regional sales and implementation teams.

 

Principle Duties and Responsibilities:

•Act in a lead role as the Technical Account Manager on specific customer accounts.

•Responsible for providing consulting to technical support to strategic customers. Consulting involves providing system architecture feedback and addressing customer’s unique project requirements and objectives, providing technical and strategic direction. Support involves setting up and reproducing customer issues along with documentation of issues and resolutions. 

•Document activities and findings in a case tracking CRM tool.

•Technical troubleshooting, analysis, and diagnosis of product or solution issues.

•Customer site visits to solve the issues or to provide consultancy services in conjunction with the associated customer.

•Ensure case updates and resolution timeframes are in line with service  level agreement.
•Delivery of product issue workaround or fix.
•Delivery of custom code issue workaround, fix, or enhancement.
•Document requirements for a custom code change and complete feasibility study.

•Maintain system documentation.

•Maintain custom code and documentation under version control.•Strictly follow quality management system guidelines.

•Proactively work with customers to ensure best practice maintenance of solution is being applied.

•Transfer knowledge to backup GCS Resources to cover in absence.

•Active participation in the annual events as needed / requested. Responsibilities include presentations, product demo and event run/setup/teardown.

•The position will require travel for training, delivery of onsite services, and to engage with project implementation teams. 

 

Key Working Relationships:

•The primary customers are large Premium and Elite subscribers which use Schneider-Electric Software’s market leading brands including Wonderware, Avantis or SimSci. Products include IntelaTrac, InTouch, System Platform, Historian, MES, Avantis CM, eDNA, ROMeo, etc. amongst others in the Korean market.

•In addition, the TAM will engage with Product R&D - Sustaining Engineering, Regional Software Delivery teams, Endorsed Systems Integrators, Distributors and Sales including the Client Executives, Solution Architects and Solution Consultants for projects in the APAC market.

Qualifications

General Qualifications

•BSc degree or equivalent experience in a respective Computer Science or Engineering field is preferred.
•Demonstrable knowledge and implementation or troubleshooting experience products as a Schneider Electric employee, Systems Integrator or as a customer who has used the products.
•Willingness to learn other products and having background in computer or industrial automation hardware is also required.

Technical Qualifications

•Microsoft Windows XP, 2003, 7, 10, 2008, and 2012 Operating Systems
•Current versions of Wonderware, Avantis or SimSci products
•Microsoft Visual Studio, including VB.Net and/or C#

•Familiar with source code version control system such as VSS or TFS

•A sound understanding of multitier solution architectures

•Oracle and/or Microsoft SQL Server database development tools and languages (SQL, PL/SQL, T-SQL)

•Oracle and/or Microsoft SQL Server database administration

•Expertise in process RTDB technologies

Work Experience

•Domain experience in the implementation and use of process control and MIS hydrocarbon, chemical, power and utilities industries

•Four or more years’ experience as a Project Manager, Solution Architect or Project Engineer practicing in design, development, and integration of IT solutions for manufacturing where a distributed architecture with middleware layer was utilized

•Senior Level Product Technical Support Engineer experience in working with customers to resolve advanced application issues

•Field Experience implementing related software and Solutions is required

Soft Skills

•Excellent communication skills, written and verbal (Korean fluency as a first or second language)

•Proficiency in English is also required

•Collaboration mindset and ability to work in a virtual team environment towards a common goal

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