Customer Service: Technical - Data Analytics and Reporting

Profile

Dynamic leader with strong knowledge of CCC processes in Schneider
Preferred 3+ years experience in CCC (L2/L3) in SW / System offers
Overall 5+ years experience in SW tools connected to Electrical applications / similar domain
Strong knowledge in configuring, designing & FAT of LV Electrical systems across segments
Good understanding of digital platforms, SaaS solutions & connected systems
Strong skills in data analytics, reporting, and visualization (Tableau / Power BI)
Ability to derive actionable insights from customer support and system data
Knowledge of AI/ML concepts and digital automation tools (preferred)
Strong knowledge of IT networks, cloud systems & platform architecture
Ability to work with multicultural teams & different time zones
Able to influence and drive process transformation & digital adoption
Strong focus on innovation, data-driven decision making & AI-led support evolution

Roles & Key Objective

Accelerate efficiency & effectiveness in troubleshooting through data-driven insights, analytics, and AI-enabled support transformation

Handle complex customer incidents in BFO (Salesforce CRM) and ensure end-to-end resolution

Collaborate with R&D, Quality, Marketing & platform teams

Data Analytics, Reporting & Insights


* Develop and maintain dashboards and reports (Tableau / Power BI) for:


* Case performance (MTTR, backlog, SLA)


* Customer satisfaction & experience metrics


* Product/system performance trends


* Perform data analysis & root cause identification for recurring issues


* Provide actionable insights to improve support efficiency & product quality


* Automate reporting and improve visibility across stakeholders


* Integrate predictive analytics and trend-based insights into support processes

Help Build AI & Agentic Support Transformation


* Drive adoption of AI and agentic frameworks in technical customer support


* Identify and deploy AI use cases such as:


* Intelligent case triaging & prioritization


* AI copilots for troubleshooting & knowledge retrieval


* Predictive failure detection using system data


* Enable agent-assisted and autonomous troubleshooting workflows


* Leverage Generative AI for knowledge base creation, case summarization & recommendations


* Collaborate with digital/platform teams to implement AI-powered support solutions


* Promote transition from reactive - predictive - autonomous (agentic) support model

Process, Tools & Continuous Improvement


* Define, measure, learn & adapt processes using KPIs and data-driven metrics


* Improve troubleshooting efficiency through analytics & automation


* Identify and drive initiatives for improving tools, skills & support capabilities


* Work with platform teams to improve diagnostics & observability

Capability Development & Knowledge Management


* Develop data-driven learning paths for CCC (L1/L2/L3)


* Enable community learning using insights...