Field Service Manager - CSP

CSP Field Manager Job Description

Schneider Electric is seeking a CSP Field Manager.

This role will be remote but is preferred to be located in the eastern time zone so they can be available as needed for travel to customer sites.

They will manage a newly created team of cross-trained Field Service Representatives that collaborate with customers, sales representatives, team members and third-party partners to install, inspect, troubleshoot, repair, and maintain equipment in a variety of dynamic environments.

This position will sit within our U.S.

Services business, specifically our Cloud & Service Provider team.

Our Cloud & Service Provider team is the Original Equipment Manufacturer (OEM) for SquareD, APC and ASCO Technologies, specific to their use within datacenter customers.

The principal goals for the CSP Field Manager are:

1) Provide safe work environments for Critical Facilities Technicians and Field Service Representatives

2) Manage productivity levels of field service operations

3) Control and reduce operating costs

4) Exceed financial gross margin

5) Control overtime

6) Improve customer satisfaction and employee engagement.

Responsibilities:


* Direct management responsibility of Field Service Representatives, Critical Facilities Technicians and targeted critical facility customers


* Oversight of field operations between SE and our customers to ensure efficient and effective implementation of the operational expectations of US Service Operations.


* The CSP Field Manager is expected to spend 20-40% of their time in the field working with technicians, FSRs, customers, vendors, and sales personnel.


* Conduct monthly safety meetings, perform site safety audits, complete incident reviews, and ensure the district is in compliance with safety policies and procedures.


* Serve as liaison with Scheduling teams, Logistics, Technical Support, Engineering, and Sales groups within the assigned district.


* Act as the primary Service contact for SE's Strategic and Key Account customers.

This includes actively developing open business relationships through regular communications and visits.


* Develop and coordinate all training and qualification plans based on strategic customers install base including across business units


* Ensure employees are familiar with all Schneider Electric policies.


* Mentor employees to grow and develop them and support their personal career goals.


* Ensure each employee is complying with all administration processes and field service reporting requirements.


* Oversee the Sales Lead process and ensure optimal participation.


* Drive KPIs to maximize Service goals, and then use the KPIs to identify weaknesses and make corrections in order to enhance Service delivery.


* Other duties may be assigned as necessary.

Management reserves the right to modify or rescind any outlined work assignments.

Desired Qualifications:


* We know skills and competenci...