Customer Service Manager

Position Summary The Customer Service Manager is responsible for the day-to-day leadership, performance, and development of the Resource Coordination and Technical Triage teams supporting liquid cooling systems for data centers, AI infrastructure, HPC environments, and mission-critical cooling applications. This role ensures efficient service delivery, optimal technician utilization, rapid customer response, and effective escalation management while maintaining high levels of customer satisfaction and operational excellence. The Service Manager serves as the primary leader for dispatch operations, call center activities, technical triage processes, field service scheduling, and service execution coordination. Key Responsibilities Team Leadership & Management Lead, coach, and develop Resource Coordinators and Call Center/Triage Technicians. Establish performance expectations, KPIs, and development plans. Conduct regular performance reviews, coaching sessions, and team meetings. Foster a customer-focused and accountability-driven culture. Ensure appropriate staffing levels to meet customer commitments and business requirements. Support recruitment, onboarding, and training of service operations personnel. Service Operations Management Oversee customer service requests from intake through closure. Manage dispatching and scheduling processes for field service technicians. Ensure accurate prioritization of emergency, warranty, and project-related service activities. Monitor service queues and backlog to maintain service level agreements (SLAs). Drive continuous improvement in work processes and operational efficiency. Resource Coordination Oversight Manage technician scheduling, utilization, and workforce planning. Balance service demand against resource availability. Ensure proper assignment of technicians based on skills, certifications, geography, and customer requirements. Monitor labor capacity and forecast future staffing needs. Coordinate subcontractor and third-party service resources as required. Technical Triage & Customer Support Oversee first-level technical support for liquid cooling products and systems. Ensure effective troubleshooting and issue classification. Manage escalation processes from L1 to L2 support. Ensure timely communication with customers regarding service status and resolution progress. Customer Experience Management Drive improvements in first-call resolution and response times. Monitor customer feedback and implement corrective actions as needed. Performance & KPI Management Track and improve key operational metrics including: Response time Call abandonment rate First-call resolution rate Technician utilization Dispatch efficiency SLA compliance Customer satisfaction (CSAT) Net Promoter Score (NPS) Escalation frequency Service backlog Cross-Functional Collaboration Work closely with Field Service Managers, Engineering, Product Support, Quality, Supply Chain, and Sales teams. Coordinate support for planned outages, startup activities, and emergency service events. Participate in root cause analysis and corrective action programs. Support implementation of new service offerings and operational processes. Compliance & Safety Ensure compliance with company policies, customer requirements, and industry standards. Promote safe work practices and adherence to EHS requirements. Maintain accurate service records and documentation. Ensure process consistency across service operations. Qualifications Education Bachelor's degree in Engineering, Business, Operations Management, or related field preferred. Equivalent combination of education and experience considered. Experience 5+ years of service operations, call center, dispatch, or field service management experience. 3+ years leading customer support, resource coordination, or technical service teams. Experience supporting mission-critical equipment, HVAC, thermal management, liquid cooling, data center infrastructure, or industrial equipment preferred. Technical Knowledge Liquid cooling systems CDU (Coolant Distribution Units) Data center cooling infrastructure Pumps, heat exchangers, valves, and controls HVAC and thermal management systems Remote monitoring and diagnostics Service dispatch and workforce management systems Key Competencies Leadership Team development Coaching and mentoring Performance management Conflict resolution Change management Customer Focus Customer relationship management Executive communication Escalation management Service excellence Operational Excellence Workforce planning Resource allocation Process improvement KPI analysis Continuous improvement Communication Strong verbal and written communication skills Ability to communicate technical concepts to non-technical audiences Effective cross-functional collaboration Problem Solving Root cause analysis Decision making under pressure Prioritization in fast-paced environments Technical issue escalation management Success Measures (First Year) Achieve or exceed SLA targets. Improve technician utilization and dispatch efficiency. Reduce response and resolution times. Increase customer satisfaction scores. Develop a highly engaged and accountable service operations team. Establish scalable processes supporting growth in liquid cooling service demand. Improve first-call resolution and escalation effectiveness. This role is ideal for a leader who combines strong customer service management skills with operational discipline and an understanding of mission‑critical cooling infrastructure supporting modern AI and data center environments. At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work. Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker. For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric is there when it matters most to you Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team: Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year. Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match. Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera. Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace. Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits. If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here. Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. #J-18808-Ljbffr