Generalist Service Representative I

About the Role

Schneider Electric is seeking a Generalist Service Representative I to join their team in Al Madinah, covering both Yanbu and Medina. This full-time position is responsible for the installation, inspection, maintenance, troubleshooting, and repair of customer equipment. The role requires 0-1 years of experience and involves providing technical support for Schneider Electric products, both in the shop and on-site, with potential work on competitive equipment.

Key Responsibilities

• Comply with all safety and cybersecurity policies, practices, and procedures.
• Perform startup and commissioning for Schneider Electric products and potentially competitive equipment.
• Conduct preventive, scheduled, and unscheduled maintenance on equipment.
• Analyze and interpret technical procedures, governmental regulations, and equipment issues to provide appropriate solutions.
• Analyze and explain report results to customers and management.
• Participate proactively in team initiatives and management meetings to achieve departmental and company goals.
• Understand the scope of work, adhere to time allocations, and ensure full traceability through timesheets and change orders.
• Support planners, coordinators, and project managers in understanding customer site conditions.
• Escalate quality or technical issues detected in the field.
• Understand the EcoStruxure offer and provide technical explanations to customers.
• Utilize all digital tools designed for Schneider Electric Field Service Representatives (FSRs).
• Track the installed base of serviceable assets.
• Advise customers on opportunities to optimize their installed base and generate business leads.
• Perform basic audits of customer electrical systems and equipment (MPS walkthrough).
• Execute Field Services Operations, ensuring a high level of customer experience and promoting Schneider Electric's services.

Technical Support and Field Operations

The FSR will maintain, retrofit, and provide technical support for all Schneider products. This includes testing circuits and equipment using various tools such as computers, software, workstations, and circuit diagrams. The role involves analyzing equipment malfunctions and interpreting maintenance manuals, applying knowledge of systems and electronics to isolate and correct issues. FSRs must be available for emergency calls and interventions, maintaining service equipment, tools, and documentation, while also identifying sales opportunities. All interventions must be prepared and performed in strict adherence to safety guidelines, including prevention plans and personal protective equipment.

Interactions and Collaboration

This role involves regular interaction with customers, as well as internal teams including planners, operations leaders, technical support, quality personnel, and project managers. Collaboration with the commercial team is also a key aspect of the position.

Key Success Factors

• Strong Customer Orientation: A mindset focused on delivering excellent customer service.
• Technical Knowledge: Solid understanding of Schneider Electric products and serviceable assets.
• Continuous Learning: Willingness to acquire new technical, digital, and soft skills.
• Collaborative Attitude: Effective teamwork with internal entities such as planners, inside sales, and technical support.
• Digital Tool Proficiency: Consistent use of all digital tools designed for Schneider Electric FSRs.

Performance Metrics

Performance will be measured by adherence to safety processes, proper use of PPE, cybersecurity compliance, timesheet accuracy, tracking of assets, lead generation, and adoption of FSR digital tools such as ServicesMax GO, Enablon, and Onsite.