Responsible for placing the highest priority on providing quality service by overseeing all the activities of Technical Excellence staff ensuring appropriate procedures are followed. Establish an excellent working relationship with assigned stakeholder(s) or business representative continuously striving to improve the level of overall service that Schneider Electric is providing. Oversees activities related to reviewing all new and existing operational enablement and business processes ensuring efficiency and quality service. Directs project planning and coordination of operational process improvement activities based on data and behavioral analysis.

Duties and Responsibilities

• People Management and Development

o Manage a team of Engineers and technical support professionals

o Manage the Technical Excellence Team across Global Hub and CCC globally.

o Coaching and Developing existing Team Members (Technical Development Engineers and Technical Training Professionals)

o Managing Team headcount promotion pace and quantity

o Conduct regular performance and individual development planning and coaching

o Conduct annual performance reviews in coordination with functional managers.

o Implementing and identifying Team Goals

o Strategic leader in monitoring and managing all channels (Chat, Phone and emails)

o Identifying process failures and implementing process improvement measures

• Technical Processes

o Propose, create and publish Technical Articles, FAQs, and Video FAQs from handled cases (bFO).

o Solve Cases requiring in-depth troubleshooting assistance and Cases where the Customer is requiring resolution for the suspected bug(s).

o Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser).

o Understand and follow the customer's complex solutions (EcoStuXure Architecture).

o Application and Environmental conditions evaluation

o Site Visits may be required. Using remote monitoring tools and advanced technics.

o Be able to propose and configure all functions according to the customer application

o Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... )

o Maintain the work environment, laboratory equipment, and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Answer fast and trusted

o Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams, and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, and collect all necessary information in case of escalation to the Expert or R& D team is necessary. Escalate on time.

o Be able to perform tests to reproduce customer behavior on demo case

o Communicate and share knowledge with other L2 engineers as well as Primary Support.

o Be able to collect information needed in case of escalation to L3

o Understand the source of the problem and evaluate its impact and the mitigation actions

o Manage fee-based advanced services

o Understand and explain type test certificates and special quality tests.

o Maintain the right Expert knowledge according to the specialization needed:

§ UPS Systems

Occasionally provide technical training to customers

• Process Improvement
  • o Work with cross functional teams to suggest corrective actions, resolve issues and assist Process and Training Team to redesign processes where necessary.
    
    o Monitoring of Business and Operations KPIs and related analysis and/or reports.
    
    o Provides leadership to achieve strategic Customer Care Excellence objectives regarding customer satisfaction and revenue generation activities.
    
    o Implement global processes, policies, guidelines, tools in order to improve customer care operations efficiency.
    
    o Conduct RCA and recommend/execute action plans to improve processes and performance.
    
    o Manage stakeholders and work with functional managers of the processes handled.
    
    o Perform or execute process standardization, performance improvement plans to achieve KPIs.
    
    o Manage customer escalations.
    
    • Stakeholder Management
    
    o Handling customer escalations
    
    o Presentation of Business Updates & Team Capability to new & potential projects
    
    o Service Level Agreement Creation, Implementation, monitoring and Improvements (Business and Shared Services) Management.
    
    o Understand organizational changes and ability to translates what needs to be done in a strategic sequence with alignment to the appropriate stakeholders
    
    o Act as the Single point of contact for internal and external communication.
    
    o Organize collaboration with Zone / Country management and other departments.
    
    • Related Duties As Assigned
    
    o The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
    Consequently, job incumbents may be asked to perform other duties as required

Qualifications

Education:

Bachelor's degree from an accredited college or university with major course work in Engineering with strong Training Management background or a related field is required. Equivalent work experience in a similar position may be substituted for educational requirements.

Working Experience:

At least Five years of experience in managing teams in Operations, Support or Shared Services setting. Preferably at least 2 years of experience within the 5 years in managing a team which is Advanced Technical Support in nature with strong training background.

Business Understanding:

§ Strong relationship management experience, with prior experience working collaboratively in a cross functional team.

Others:

§ You are ambitious, eager to learn, pragmatic and keen in problem-solving.

§ You take responsibility, steer strategy and realizations based on facts and data, managerial courage to ask questions and make decisions.

§ You have strong analytical skills and get energy of translating complexity into a clear vision and structure, always looking for ways to improve the status quo

§ You focus on delivery through collaboration, ability to bring people together to work towards the same purpose.

§ You are easy to work with, excellent organization sensitivity skills, and have a drive to work in a customer care service-wide, international environment.

§ You have strong influencing skills and result-driven with persistence and can-do mentality to be able to implement solutions across all units of the organization

§ You have outstanding social and communication skills (ability to communicate clearly, effectively and consistently in different contexts and cultures).

§ Skilled in communicating complex topics and solutions and open to ideas from others.

Experienced to communicate by means of Microsoft Office 365 including Word, Excel, PowerPoint, Outlook, et al.

Schedule: Full-time
Req: 0096DT