NAM Customer Support Leader

For this U.S. based position, the expected compensation range is $139,000 - $208,000 per year, which includes base pay and short-term incentive.

The compensation range for this full-time position applies to candidates located within the United States. Our salary ranges are determined by reviewing roles of similar responsibility and level. Within the salary range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply towards your benefits) flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition (including service anniversary) programs, 12 holidays per year, 15 days of paid time off per year (pro-rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

• Lead and manage the NAM customer support team for GOS and GIS, ensuring high levels of customer satisfaction and support efficiency.
• Directly manage the day-to-day activity of approximately 16 software support engineers across the entire product breadth of Digital Grid in North America.
• Ensure all support engineers have the appropriate training to support the DG customer base and develop into a more competent multi-techno team.
• Develop and implement customer support strategies, policies, and procedures to enhance service quality and operational effectiveness.
• Monitor and analyze support metrics and KPIs to identify areas for improvement and drive continuous improvement initiatives.
• Manage all customer escalations in the NAM region, partnering with other RSCs, COEs, and management to resolve issues.
• Build and maintain relationships with customers and prepare business reviews as needed.
• Provide technical guidance and support to the team, resolving complex customer issues and escalations.
• Conduct regular training sessions and performance evaluations to ensure team members are equipped with the necessary skills and knowledge.
• Expertly maintain the right staffing levels based on workload and contracts
• Maintain up-to-date knowledge of ADMS and GIS products, industry trends, and best practices.
• Foster a customer-centric culture within the team, promoting a proactive and solution-oriented approach to customer support.
• Lead and/or participate in both local and global projects as needed.
• Prepare and present regular reports on support activities, performance, and customer feedback to senior management.
• Salesforce and Exchange SME for NAM Digital Grid.
• Own One Voice survey feedback for Customer Support in NAM and create action plans to address areas of concern.
• Domestic and international travel required for internal meetings and customer visits.

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
• Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a leadership position.
• Strong knowledge of ADMS and GIS technologies and applications.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage and motivate a team, driving high performance and engagement.
• Strong problem-solving and analytical skills, with the ability to handle complex technical issues.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to work effectively in a fast-paced, dynamic environment.
• Proficiency in using customer support software and tools.

• Experience in the utilities or energy sector.
• Familiarity with ITIL or other service management frameworks.