Manager - Advanced Technical Support

Manager, Advanced Technical Support
(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.
Key ResponsibilitiesLeadership & Team Management


* Lead and manage teams providing advanced electrical engineering and power systems expertise for external customers across Schneider Electric's Business Lines.


* Oversee advanced technical support for electrical distribution, power management, automation, drives, UPS, protection, SCADA, and industrial control systems.


* Lead, coach, and develop a team of senior electrical engineers and technical specialists, ensuring high technical capability and strong customer focus.


* Drive a performance-based culture through regular feedback, development planning, and technical capability uplift.


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

Operational Excellence


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


* Implement processes, tools, and workflows that improve efficiency, diagnostic accuracy, and customer satisfaction in complex electrical environments.


* Monitor key operational and quality metrics (e.g.

escalation drivers, repeat incidents, time-to-resolution).


* Drive continuous improvement initiatives across engineering support processes, knowledge bases, and technical documentation.

Customer & Stakeholder Engagement


* Act as a senior escalation point for critical electrical and power system customer issues, ensuring timely resolution and clear communication.


* Facilitate cross-functional collaboration between Engineering, R&D, Field Services, Product Management, and Quality teams.


* Build strong relationships with key customers, integrators, service partners, and internal stakeholders.


* Communicate complex technical issues in a clear, c...