Senior Associate, Service Project Planning

Schneider Electric™ creates connected technologies that reshape industries, transform cities and enrich lives. Our 160,000 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:

Great people make Schneider Electric a great company.

The purpose of this role is to provide exceptional customer service to our North American Solar accounts. The Scheduler & Dispatcher will ensure that the best service is being offered to our customers and that any issues that may arise are dealt with in a timely and effective manner.

In this position you will be an ambassador for the Solar business as the first point of contact for our customer base. The position is a customer service / administrative position providing support and service for the Solar Business.

The Scheduler & Dispatcher works as a team with the Service Operations Specialist, Field Service Representatives and Customer Service Manager within the Solar Operations Team/Solar business.

The position reports to the Solar Service Business Manager

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Be the hub of communications between customers and internal stakeholders
• Promote service offers to meet customer needs
• Coordinate field service work with customers
• Schedule field services representatives in an efficient manner to minimize, cost, travel time and/or distance as needed, and maximize team utilization
• Follow up and interact with customers and installation teams
• Manage services schedule to prioritize sites with service contracts and escalations. Coordinate with stakeholders to reach a consensus on the services schedule
• Track costs for warranty claims and elevate if the costs are exceeding projections
• Track and schedule field service cases. Prepare a weekly report to summarize activity Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules
• Review Installer Reports and reconcile discrepancies as needed
• Participate in quality assurance processes/programs/initiatives as requested
• Develop and maintain effective communication channels with field technicians
• Responsible for maintaining thorough documentation throughout the lifecycle of service cases
• Handle all internal and external customer service requests in Netsuite
• Inspect work orders for completeness and timely close out
• Weekly review and reports to the service leader
• Pulling and processing parts orders
• Maintain data quality in service data management tools
• Communicate effectively between other groups within the company

The requirements listed below are representative of the education, experience, skills and/or abilities required. An individual must meet the minimum requirements as listed in each Qualifications subsection.

• College Diploma

• Two – Three years relevant work experience

• Build relationships with customers
• Excellent written, verbal, interpersonal and communication skills
• Strong customer phone service background
• Proficient use of mapping applications such as Google Maps
• Strong MS Outlook, Word, and Excel skills
• Ability to multi-task, be organized, efficient, accurate, and accountable
• Strong work ethic and capacity to handle high work volume in a teamwork environment
• Exceptional written and verbal communication. This position requires clear and concise communication to effectively drive team and execute customer requests
• Excellent organizational skills including, but not limited to,…