{"id":3105424,"url":"https://alion.io/job/schneider-electric-customer-service-manager","title":"Customer Service Manager","company":{"id":1266,"name":"Schneider Electric","domain":"se.com","url":"https://alion.io/company/schneider-electric","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":{"grade":"B","score":75,"open_postings":390,"ghost_share":0,"stale_share":0.982,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Buffalo, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":101000,"period":"year","method":"role_country_seniority_unknown","sample_n":19516},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HPC","optional":false}],"status":"live","first_seen_at":"2026-10-22T18:56:12Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-29T23:33:59Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Position Summary\nThe Customer Service Manager is responsible for the day-to-day leadership, performance, and development of the Resource Coordination and Technical Triage teams supporting liquid cooling systems for data centers, AI infrastructure, HPC environments, and mission-critical cooling applications. This role ensures efficient service delivery, optimal technician utilization, rapid customer response, and effective escalation management while maintaining high levels of customer satisfaction and operational excellence.\nThe Service Manager serves as the primary leader for dispatch operations, call center activities, technical triage processes, field service scheduling, and service execution coordination.\nKey Responsibilities\nTeam Leadership & Management\nLead, coach, and develop Resource Coordinators and Call Center/Triage Technicians.\nEstablish performance expectations, KPIs, and development plans.\nConduct regular performance reviews, coaching sessions, and team meetings.\nFoster a customer-focused and accountability-driven culture.\nEnsure appropriate staffing levels to meet customer commitments and business requirements.\nSupport recruitment, onboarding, and training of service operations personnel.\nService Operations Management\nOversee customer service requests from intake through closure.\nManage dispatching and scheduling processes for field service technicians.\nEnsure accurate prioritization of emergency, warranty, and project-related service activities.\nMonitor service queues and backlog to maintain service level agreements (SLAs).\nDrive continuous improvement in work processes and operational efficiency.\nResource Coordination Oversight\nManage technician scheduling, utilization, and workforce planning.\nBalance service demand against resource availability.\nEnsure proper assignment of technicians based on skills, certifications, geography, and customer requirements.\nMonitor labor capacity and forecast future staffing needs.\nCoordinate subcontractor and third-party service resources as required.\nTechnical Triage & Customer Support\nOversee first-level technical support for liquid cooling products and systems.\nEnsure effective troubleshooting and issue classification.\nManage escalation processes from L1 to L2 support.\nEnsure timely communication with customers regarding service status and resolution progress.\nCustomer Experience Management\nDrive improvements in first-call resolution and response times.\nMonitor customer feedback and implement corrective actions as needed.\nPerformance & KPI Management\nTrack and improve key operational metrics including:\nResponse time\nCall abandonment rate\nFirst-call resolution rate\nTechnician utilization\nDispatch efficiency\nSLA compliance\nCustomer satisfaction (CSAT)\nNet Promoter Score (NPS)\nEscalation frequency\nService backlog\nCross-Functional Collaboration\nWork closely with Field Service Managers, Engineering, Product Support, Quality, Supply Chain, and Sales teams.\nCoordinate support for planned outages, startup activities, and emergency service events.\nParticipate in root cause analysis and corrective action programs.\nSupport implementation of new service offerings and operational processes.\nCompliance & Safety\nEnsure compliance with company policies, customer requirements, and industry standards.\nPromote safe work practices and adherence to EHS requirements.\nMaintain accurate service records and documentation.\nEnsure process consistency across service operations.\nQualifications\nEducation\nBachelor's degree in Engineering, Business, Operations Management, or related field preferred.\nEquivalent combination of education and experience considered.\nExperience\n5+ years of service operations, call center, dispatch, or field service management experience.\n3+ years leading customer support, resource coordination, or technical service teams.\nExperience supporting mission-critical equipment, HVAC, thermal management, liquid cooling, data center infrastructure, or industrial equipment preferred.\nTechnical Knowledge\nPreferred understanding of:\nLiquid cooling systems\nCDU (Coolant Distribution Units)\nData center cooling infrastructure\nPumps, heat exchangers, valves, and controls\nHVAC and thermal management systems\nRemote monitoring and diagnostics\nService dispatch and workforce management systems\nKey Competencies\nLeadership\nTeam development\nCoaching and mentoring\nPerformance management\nConflict resolution\nChange management\nCustomer Focus\nCustomer relationship management\nExecutive communication\nEscalation management\nService excellence\nOperational Excellence\nWorkforce planning\nResource allocation\nProcess improvement\nKPI analysis\nContinuous improvement\nCommunication\nStrong verbal and written communication skills\nAbility to communicate technical concepts to non-technical audiences\nEffective cross-functional collaboration\nProblem Solving\nRoot cause analysis\nDecision making under pressure\nPrioritization in fast-paced environments\nTechnical issue escalation management\nSuccess Measures (First Year)\nThe Customer Service Manager will be successful when they:\nAchieve or exceed SLA targets.\nImprove technician utilization and dispatch efficiency.\nReduce response and resolution times.\nIncrease customer satisfaction scores.\nDevelop a highly engaged and accountable service operations team.\nEstablish scalable processes supporting growth in liquid cooling service demand.\nImprove first-call resolution and escalation effectiveness.\nThis role is ideal for a leader who combines strong customer service management skills with operational discipline and an understanding of mission-critical cooling infrastructure supporting modern AI and data center environments.\n At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.\nOur Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.\nFor this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.\nSchneider Electric is there when it matters most to you\nOur Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:\nCare for Yourself and Your Family.We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.\nInvest and Plan Your Future.We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.\nGrow Your Skills and Career.We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.\nTeam Up in the Workplace.We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.\nSupport Your Community.We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.\nIf you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.\n Looking to make an IMPACT with your career?\nWhen you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.\nIMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.\nWe are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.\nBecome an IMPACT Maker with Schneider Electric - apply today!\n€40 billion global revenue\n+9% organic growth\n150 000+ employees in 100+ countries\n\nYou must submit an online application to be considered for any position with us. This position will be posted until filled.\nSchneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. \nAt Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here\n\nSchneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, 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.","description_format":"text","description_chars":10533,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Life insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Industrial Automation","Energy Management","Electrical Equipment & Cables"],"lifecycle":[{"event":"open","at":"2026-10-22T18:56:12Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.616,"p_room":1,"age_days":6,"expected_fill_days":32,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/schneider-electric-customer-service-manager","json_url":"https://alion.io/job/schneider-electric-customer-service-manager.json","meta":{"generated_at":"2026-10-30T00:04:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1266},"rest":"https://alion.io/mcp/rest/get_company?id=1266"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fschneider-electric-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fschneider-electric-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fschneider-electric-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/schneider-electric-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fschneider-electric-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3105424}},{"tool":"search_jobs","arguments":{"company":"se.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3105424},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}