11 days old

Director, Expert Technical Support

Schneider Electric USA, Inc
Andover, MA 01810
  • Job Code
Director, Expert Technical Support

Schneider Electric creates connected technologies that reshape industries, transform cities and enrich lives.Our 135,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment.

Schneider Electric has a challenging opportunity for a passionate individual to assume the role of 'Director, Technical Support' for our Digital Buildings Line of Business in our Andover, MA, United States or our Montreal, Canada location.

Commercial Buildings consume 33% of world's energy consumption & it's where people spend most of indoor time. Buildings need a brain to intelligently manage & control many sub-systems and thousands of connected data points to help Building owners create a productive and comfortable environment for its occupants, reduce energy consumption and run building operations efficiently. The Buildings Business of Schneider Electric provides intelligent building management systems (BMS) through its EcoStruxure Building portfolio of solutions.

We are seeking a proven, tactical, and strategic Director of Expert Technical Support to lead a team of support managers and expert engineers who are tasked with supporting our customers and partners. This individual will lead a highly visible and motivated team and will interact extensively with support leaders across the rest of the world. The ideal candidates should possess extensive Expert Technical Support leadership experience, preferably supporting global clients.


  • Resource, organize and facilitate a team of Support engineers (L3 Technical Support Experts) in providing high quality, accurate and timely customer support.
  • Be accountable for the success of direct reports, providing coaching, mentorship, and support to help them develop professionally as well as achieve their delivery goals.
  • Manage key metrics and SLAs which will measure the effectiveness of the team in meeting key goals such as Customer Effort, Customer Satisfaction, Productivity.
  • Continuously seek to improve processes, tools, and working practices to ensure that these goals are achieved and that Schneider Electric Digital Building Business remains at the forefront of the industry in the provision of customer service.
  • Manage and animate a community of developers, forums, and platforms to promote collaboration and resolution of questions and support needs
  • Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions.
  • Work with technology, and the broader Line of Business organization to continue to improve the overall support experience.
  • Oversee strategic projects to improve customer experience; self-service and assisted.
  • Actively participate in setting team/department objectives & ensure they are met.
  • Find, hire, and retain technical talent.

Desired Skills & Experience

  • 10 years experience in a technical support environment, handling highly complex issues.
  • 5 years at the Management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers.
  • Proven ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated and informed, and to choose the best one for a given situation.
  • Deep empathy for the Customer mindset. Proven ability to think Customer-first and effectively prioritize and escalate customer issues as required.
  • Outstanding interpersonal skills conducive to collaboration, participating in a global management team and building bridges across organizational boundaries.
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
  • Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level, and do what it takes to get things done.
  • Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.
  • Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a Worldwide Support organization focused on working via Outsourced partner
  • Proven ability to manage complex processes and drive continuous process improvement.
  • Entrepreneurial, collaborative, and open to travel as needed (domestic and international)
  • BA/BS Degree (or equivalent) in technical field. Experience in Building Automation Technologies

Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave, lucrative group pension plan, and more. Click here to find out more about working with us: http://se.com/ca/careers .

We seek out and reward people for putting the customer first, being disruptive to the status quo, embracing different perspectives, continuously learning, and acting like owners. We're recognized around the world for welcoming people as they are. We create an inclusive culture where all forms of diversity are seen as a real value for the company. See what our people have to say about working for Schneider Electric.


Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.

Schneider Electric is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Posted: 2021-10-08 Expires: 2021-11-06
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Director, Expert Technical Support

Schneider Electric USA, Inc
Andover, MA 01810

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