Job Description:
(Electrical Engineering & Power Systems Focus)
We have an exciting opportunity for a Manager, Advanced Technical Support to lead a team of senior electrical and power systems technical professionals responsible for delivering advanced troubleshooting, root‑cause analysis, and escalated support for electrical, energy management, automation, and industrial solutions for high‑value customers.
This role ensures complex electrical and electromechanical issues are resolved efficiently, identifies trends to drive product, system, and service improvements, and elevates the overall Schneider Electric customer support experience. The Manager provides operational leadership, deep technical coaching, and strategic oversight to ensure alignment with organisational priorities.
You are innovative and strategic, focused on defining and supporting new models of advanced electrical technical support to produce premium service offerings for our customers. You are customer‑obsessed, going above and beyond to deliver extraordinary results and experiences in critical energy and industrial environments.
This role reports to the Director, Customer Success – Pacific.
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Lead and manage teams providing advanced electrical engineering and power systems expertise for external customers across Schneider Electric’s Business Lines.
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Oversee advanced technical support for electrical distribution, power management, automation, drives, UPS, protection, SCADA, and industrial control systems.
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Lead, coach, and develop a team of senior electrical engineers and technical specialists, ensuring high technical capability and strong customer focus.
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Drive a performance‑based culture through regular feedback, development planning, and technical capability uplift.
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Foster a collaborative, inclusive, and high‑trust engineering environment.
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Oversee day‑to‑day escalated electrical and system‑level support operations, ensuring service level commitments are met or exceeded.
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Implement processes, tools, and workflows that improve efficiency, diagnostic accuracy, and customer satisfaction in complex electrical environments.
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Monitor key operational and quality metrics (e.g. escalation drivers, repeat incidents, time‑to‑resolution).
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Drive continuous improvement initiatives across engineering support processes, knowledge bases, and technical documentation.
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Act as a senior escalation point for critical electrical and power system customer issues, ensuring timely resolution and clear communication.
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Facilitate cross‑functional collaboration between Engineering, R&D, Field Services, Product Management, and Quality teams.
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Build strong relationships with key customers, integrators, service partners, and internal stakeholders.
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Communicate complex technical issues in a clear, customer‑focused manner, while maintaining transparency and accountability.
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Provide oversight and guidance on complex electrical fault investigation, advanced troubleshooting, and root cause analysis.
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Apply strong understanding of electrical engineering principles, including power distribution, protection systems, automation, and industrial applications.
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Stay current on electrical standards, product developments, and emerging energy technologies relevant to Schneider Electric’s portfolio.
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Collaborate with internal teams to improve product reliability, serviceability, and customer outcomes.
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Identify recurring escalation trends to drive systemic engineering and product improvements.
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Lead structured approaches to customer dissatisfaction, including containment, root cause analysis, corrective action, and prevention.
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Contribute to long‑term technical support strategy, capacity planning, and workforce capability development.
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Identify opportunities for value‑added services, premium support offerings, and revenue‑generating solutions tied to advanced technical expertise.
(External) English Qualifications:
Qualifications & Experience
Required
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Demonstrated experience leading technical support or service delivery teams.
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Strong technical background with the ability to understand and guide advanced troubleshooting.
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Excellent communication skills with the ability to manage customer escalations and influence stakeholders.
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Proven track record of driving operational excellence and continuous improvement.
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Ability to coach teams, manage performance, and foster talent development.
Preferred
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Minimum bachelor’s degree in any Engineering field and/or related degree
- Strong people management experience and remote management
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Highly skilled in Customer experience or support environment
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Proven experience within Customer Care/Customer Experience and Business Units/Customer Segments
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Good understanding of Customer Care operations, systems, and processes
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Demonstrated performance against customer centric performance targets.
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Excellent understanding of cross functional collaboration
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Project management, Change Management & Root cause analysis tools
Competencies
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Customer Obsession – Champions customer needs and drives exceptional support outcomes.
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Technical Depth – Applies strong technical reasoning and guides engineers on complex issues.
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Operational Discipline – Ensures predictable, consistent, high‑quality execution.
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Leadership – Inspires teams, builds capability, and models a growth mindset.
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Collaboration – Partners effectively across functions and levels.
(External) English Company Boiler Plate:
Looking to make an IMPACT with your career?
When 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.
IMPACT 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.
We 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.
Become an IMPACT Maker with Schneider Electric – apply today!
€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider 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.
At 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
Schneider 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.
