Customer Service Manager

Overview

Make the most of your energy in a career at Schneider Electric

Schneider Electric is the global specialist in energy management. We are passionate about delivering real and innovative solutions in energy management and energy efficiency, making energy safe, reliable, efficient, productive and green.

Industrial Process Automation is a global business unit building value in today’s ever-changing industrial world by forging new connections among people, processes, and technologies. Schneider Electric’s industrial process automation solutions help our customers drive their operations to higher value with a vast portfolio of proven Schneider Electric technology and expertise.

An exciting opportunity has arisen within our Process Automation business unit for a Customer Service Manager to join our delivery team in the UK, operating within the Global Delivery Organisation. As a key member of the delivery structure, you will be accountable for service deliverables and contract lifecycle growth, quality and performance monitoring. This role combines strategic leadership, line management, client focus, commercial awareness, SAP expertise and contract lifecycle knowledge.

The position requires someone with experience in managing service lifecycle agreements, renewal processes, audit traceability and service order entries to align with customer expectations and business objectives.

• Lead and manage a team of Service & Talus Support Engineers, Service Desk Engineers and a Site Services Manager to support a range of Industrial & Process Automation deliverables.
• Effective and cost-efficient management of the Technical services team with regard to On-Call, overtime, issue resolution timescales, learning and development, to maximise profitability while maintaining great customer satisfaction.
• Support the on-going growth of the UK&I Service Customer First Agreements by proactively identifying opportunities within the existing install base. This involves completing the CFA lifecycle reviewing both commercial and customer success.
• Manage the key stakeholders in the service contract renewal process to ensure the multi-functional team understands their responsibility to issue quality proposals on schedule with clearly identified deliverables.
• Utilising your SAP core user experience, you will be responsible for analysing service orders and CFA costs and %
  GM. Ensuring material costs and hours booked to orders are correctly managed.
• Responsible to maintain and report superior levels of Client Satisfaction, engaging with clients at a service deliverables and commercial level, advising on contract performance and CFA covered equipment performance and obsolescence.
• Manage the Talus T4 RTU range service and project to ensure orders are executed efficiently, materials/software management, logistics and quality inspections.
• Ensure the service and site team are compliant with technical, H&S training and client specific trainings.
• Provide business reporting against identified KPI's to Delivery Leader as required and provide a strategy for cost savings and efficiencies.
• Ensure compliance with all company quality procedures and policies, supporting the Quality Manager as requested on periodic internal and external audits.
• Ensure full compliance with all statutory and Schneider Electric's Health, Safety & Environmental Policies.
• Manage, mentor and develop the Technical Support team, providing appropriate growth opportunities for individual members.
• Travel for customer meetings within the UK and internationally as required; most global interactions will be virtual.
• Contribute to company initiatives and continuous improvement programs to maintain best-in-class delivery standards.

We are looking for 7 to 10+ years in industrial automation/OT services with field execution (DCS/SCADA/PLC, telemetry, industrial networks). Demonstrable leadership of multi-site service operations, including 24/7 on-call support and live-plant interventions. Strong commercial acumen with SAP core user experience (Contracts, SLAs, change control, margin protection). Proven record managing customer escalations and driving…