Services Order Manager

Purpose
The Service Order Manager (SOM) manages the end to end customer experience as it relates to service projects to ensure on-time completion and the highest level of satisfaction.
This position will act as the primary point of contact for our customers and is responsible for initiating, planning, executing, controlling and ultimately closing customer interactions throughout the project. They are further responsible for confirming customer requirements – which typically includes drawings, specifications, scopes of work, all related project documentation and any special job site needs. The SOM will be responsible for any customer-facing communication and maintaining detailed tasks and notes in the Work Order.

• Elicit regular feedback from customers with the goal of maintaining solid relationships. Develop and maintain a fundamental knowledge and understanding of Schneider Electric products, processes and terminology to effectively communicate with customers regarding these aspects of our business.
• Receive, manage and review all order handoffs from inside sales
• Assign work priorities, ensure job materials have been ordered, tracked and received. Ensure proper labor and resources are scheduled for each job
• Serve as the primary contact and liaison between service staff and internal and external customers and sub-contractors. Communicate schedule conflicts, delays, or changes with customer and appropriate service and sales staff
• Scheduling of the FSRs in an assigned territory, identify and assign Lead FSR as needed
• Scheduling Outside Labor – internal and external, proactively work with 3rd party companies and other Service Territories to obtain needed manpower and resources
• Work with PSM to insure FSR qualifications meet the requirements of the Service Territory
• Monitor job costs and elevate issues to PSM for work that does not appear to be valid or within approved cost guidelines
• Manage Work Orders from beginning to end of process including final order close out
• Be prepared and actively participate in weekly operational meetings to discuss:
  • project issues
  • status of backlog
  • forecasting
  • Work in Progress (WIP)
  • FSR utilization

• Knowledge of principles and processes for providing customer and personal services.
• Knowledge of basic accounting or financial principles and methods
• Knowledge of Project Management Methodology
• Professional experience in customer service
• 4-year bachelor’s degree or equivalent experience

• Proactive and extremely collaborative with team members; knows how to leverage knowledge of those around them to effectively manage the end to end process with the customer
• Excellent customer service skills
• Team player who is adept at planning, organizing and detail-oriented
• Strong critical thinking skills
• Strong written and verbal communication skills
• Ability to gather and analyze data
• Ability to work independently in a fast paced, customer focused environment.
• Ability to learn and work effectively within multiple computer-based systems including Sales Force, SAP & the Microsoft Office Suite of products.

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.

Our 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.

For this U.S. based position, the expected pay range is USD 68,000 - USD 102,000 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.

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Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

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