Manager - Advanced Technical Support

We have an exciting opportunity for a Manager, Advanced Technical Support to lead a team of senior technical professionals responsible for delivering advanced troubleshooting, root-cause analysis, and escalated support for high-value customers.

This role ensures customer issues are resolved efficiently, identifies trends to drive product and service improvements, and elevates the overall customer support experience.

The Manager provides operational leadership, technical coaching, and strategic oversight to ensure alignment with organisational priorities.

You are innovative and strategic, focused on defining and supporting new models of technical support to produce premium service offering to our customers.

You are customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.

This role will report into the Director Customer Success Pacific.

Key Responsibilities

Leadership & Team Management


* Oversee teams that provide advanced technical expertise and issue resolution for external customers across Schneider Electric's diverse Business Lines and solution offerings.


* Manage teams delivering advanced technical support to external customers across Schneider Electric's product and solution portfolio, spanning multiple Business Lines.



* Lead, coach, and develop a team of advanced technical support engineers, ensuring high technical capability and strong customer focus.


* Drive a performance-based culture through regular feedback, development planning, and career progression support.


* Foster a collaborative, inclusive, and high-trust team environment.

Operational Excellence


* Oversee day-to-day escalated support operations, ensuring service level commitments are met or exceeded.


* Implement processes, tools, and workflows to improve efficiency, accuracy, and customer satisfaction.


* Monitor key operational metrics and provide insights to senior leadership.


* Drive continuous improvement initiatives across support processes and documentation.

Customer & Stakeholder Engagement


* Serve as an escalation point for critical customer issues, ensuring timely resolution and strong communication.



* Facilitate cross-functional collaboration by bringing teams and stakeholders together to drive effective resolution of critical customer cases.



* Build relationships with key customers, support partners, and cross-functional teams.


* Communicate technical issues in a clear, customer-friendly manner while ensuring transparency and accountability.

Technical Expertise


* Provide oversight and guidance on complex technical cases, helping the team navigate advanced troubleshooting and root cause analysis.


* Stay current on product updates, emerging technologies, and industry best practices.


* Collaborate with internal teams to drive improved customer outcomes, and future enhancements.

Strategic Impact


* Identify trends in escalations ...