Order Manager

What will you do?

The Services Order Manager (OM) manages the end to end customer experience as it relates to service projects to ensure on-time completion and the highest level of satisfaction.

This position will act as the primary point of contact for our customers and is responsible for initiating, planning, executing, controlling and ultimately closing customer interactions throughout the project.

They are further responsible for confirming customer requirements - which typically includes drawings, specifications, scopes of work, all related project documentation and any special job site needs.

The SOM will be responsible for any customer-facing communication and maintaining detailed tasks and notes in the Work Order.

Primary Responsibilities:

To perform this job successfully, you must be able to satisfactorily perform each of these duties:


* Proactively look for opportunities to improve processes and escalate issues that need to be reviewed; make suggestions for improvements in a positive, solution-oriented approach


* Elicit regular feedback from customers with the goal of maintaining solid relationships.

Develop and maintain a fundamental knowledge and understanding of Schneider Electric products, processes and terminology to effectively communicate with customers regarding these aspects of our business.


* Assign work priorities, ensure job materials have been ordered, tracked and received.

Ensure proper labor and resources are scheduled for each job


* Serve as the primary contact and liaison between service staff and internal and external customers and sub-contractors.

Communicate schedule conflicts, delays, or changes with customer and appropriate service and sales staff


* Scheduling of the FSRs in an assigned territory, identify and assign Lead FSR as needed


* Scheduling Outside Labor - internal and external, proactively work with 3rd party companies and other Service Territories to obtain needed manpower and resources


* Work with PSM to insure FSR qualifications meet the requirements of the Service Territory


* Monitor job costs and escalate issues to PSM for work that does not appear to be valid or within approved cost guidelines


* Manage Work Orders from beginning to end of process including final order close out


* Be prepared and actively participate in weekly operational meetings with PSM and monthly reviews with OM leader to discuss:
+ project issues
+ status of backlog
+ forecasting
+ Work in Progress (WIP)
+ FSR utilization

What qualifications will make you successful for this role?


* Bachelor's degree in a related field or applicable experience


* Knowledge of principles and processes for providing customer and personal services.


* Knowledge of basic accounting or financial principles and methods


* Ability to review and understand electrical drawings and specifications desired


* 5 years Electrical Po...