Software Delivery Expert

Mission:

The Service Delivery Expert (SDE) supports the Service Operations Manager (SOM) and works in collaboration with Smartspace engineers, project teams, and business support functions to deliver safe, high-quality customer service and strong operational performance aligned to business targets.

You will act as the team's technical authority for Smartspace systems, with a focus on KNX, DALI lighting control, room control applications, and system integration, supporting the modernisation, optimisation, and lifecycle management of installed systems across customer sites.

The role combines technical leadership, service excellence, and team development, ensuring consistent delivery of high-quality Smartspace solutions and continuous improvement in customer satisfaction.

Key responsibilities:


* Assist SOM with developing productive and rewarding relationships with the key customers to grow our business and demonstrate the value of Schneider Electric and our digital service offerings / platforms.

Chair operational / technical level BA customer meetings where relevant with CSH team's support.

SOM cover with customer meetings as needed


* Support SOM with team recruitment actions / interviewing and on-boarding.

Support / delegate for SOM when not in work with weekly team calls (calls to include Scheduling & Purchasing Support Team members who support team) and tasks as SOM delegated - FQ review and approvals.


* Embed Safety as our No.1 priority by leading the team's adherence to HSE (Health, Safety & Environmental) policies and processes, ensuring requirements are always met by engineers, including completion of POWRAs and RAMS, ordering and use of PPE, ensure equipment is calibrated and in good condition, Near Misses reported and support SOM with regular team meetings and HSE Team attendance and support.


* Take ownership of the team's skills matrix and provide guidance for future training requirements.

Ensure the service team is kept up to date with technical software and product updates, Develop and share best practice among the team , energy saving and sustainability solutions.


* System architecture and integration, Fault finding and diagnostics, Software tools (ETS, lighting control platforms, gateways, etc.), Support the transition and improvement of legacy or poorly performing systems, Define and promote Smartspace best practices and standardisation


* Review service quality and satisfaction across our customer sites, initiating improvements to drive increased team performance, inspiring and promoting digital process and behavioural change among the team to consistently improve our customer satisfaction (CSAT) rating.


* Work with the team Scheduler to ensure the service team are correctly utilised to achieve our operational commitments to our customers when delivering Service, Reactive Call-outs / Repairs and Field Quotes and also supported with time assigned to complete Schneider's mandatory annual Essent...