At Schneider Electric, we believe access to energy and digital is a basic human right. We provide energy and automation digital solutions for efficiency and sustainability. We have an exciting opportunity for an experienced Advanced Technical Support Manager to join our Customer Success team. Our team's mission is to be Customer's first advocate & connect our teams to provide simplified seamless experience. Through innovation and digitisation, you will play an integral part as a change agent towards continuous improvement. You could be based in Sydney or Adelaide and report into the Director Customer Success Pacific. You'll provide leadership and direction to the Advanced Technical support team and other key stakeholders. Manage the technical support function of the business & support customers with their post sales technical support inquiries. Specific responsibilities include but not limited to; Embrace digital technologies to transform customer experience, identifying opportunities to digitise customer interactions. Manage the daily operational activities and systems to ensure efficient and effective response to customer queries, Determine causes of customer dissatisfaction, their containment, root cause analysis, correction, and prevention Identification of new business opportunities for potential revenue generation and animation of existing opportunities Coach and mentor, the team to develop their customer and technical skills to build a talent pipeline for the business About you: You're innovative and strategic, focused on defining a new model of technical support to produce premium services offering to customers. You're customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers. In addition, you possess the following relevant skills and attributes to be successful; Bachelor Degree in any Engineering field and/or related degree People management experience and remote management Skilled in Customer experience or support environment Experience within Customer Care/Customer Experience and Business Units/Customer Segments Good understanding of Customer Care operations, systems, and processes Demonstrated performance against customer centric performance targets Understanding of cross functional collaboration Project management, Change Management & Root cause analysis tools At Schneider Electric your career will be meaningful, inclusive and you will be empowered. We expect that our employees put customers first, embrace differences and act like owners. Our leaders are tasked with shaping our future, building the best teams and using their judgement to deliver results. We're a great place to work but we are continually striving to be the best place to work, join us and see how! #SEGreatPeople #LifeIsOn #LI-SF2 All applicants must have working rights in Australia at the time of application and will be required to provide documented evidence if selected for interview. Schneider Electric does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to Schneider Electric and no fee will be payable.
