Territory Manager - Service Operations

Territory Manager, Service Operations

This is for the Kansas City, MO/Omaha, Nebraska territory, all candidates must be based in or willing to relocate to Kansas City, MO or Omaha. The Territory Manager, Service Operations (TMSO) is a fundamental contributor to the U.S. Service Operations (USSO) service delivery concept. The TMSO serves as the local face and voice of Schneider Electric (SE) to our customers and our Field Service Representatives (FSRs) and reports to the Regional Director, Service Operations. The goal of USSO is to construct a Service organization that reflects the specific local needs of our customers and market, while retaining a consistent global level of service delivery. This requires a strong and independent local Service management presence. The primary role of the TMSO is coordinating the relationships among our customers and field employees while following our corporate initiatives and policies.

Core Responsibilities

• Safety Lead with Safety, ensuring compliance with Global Human Rights and Travel policies.
• Conduct FSR site safety audits and incident reviews to uphold safety standards.
• Conduct regular SIM meetings to hold the team accountable for safety goals and behaviors, implementing a progressive discipline policy as needed.
• People Leadership Directly manage Field Service Representatives (FSRs) and oversee field operations to ensure effective service delivery within assigned geographic areas or customer segments.
• Maintain an active presence in the field, collaborating with FSRs, customers, vendors, and sales personnel to meet operational expectations.
• Develop and nurture business relationships with Schneider Electric customers through regular communication and site visits in the defined service territory.
• Coordinate FSR training and qualification plans, ensuring adherence to Schneider Electric policies and field service reporting requirements in collaboration with the Regional Director and Corporate Training.
• Mentor FSRs to support their personal career goals and oversee the FSR Sales Lead process to ensure optimal participation.
• Monitor headcount through dynamic sourcing, workload forecasting, and attrition planning while supporting efforts to increase employee engagement.
• Responsible for administrative tasks to ensure timecards are reviewed/approved, manage PTO requests, support team's reconciling of company expenses.
• Operational Management Serve as the liaison with Service Support Teams, including Scheduling, Order Management, Logistics, Technical Support, Engineering, and Sales to enhance service coordination.
• Drive KPIs to maximize service goals, using insights to identify weaknesses and implement improvements in service delivery.
• Manage financial targets and oversee the Territory P&L in partnership with stakeholders, ensuring compliance with all required training, including SE Essentials and CyberSecurity.
• Champion positive customer satisfaction and support issue prevention through root cause analysis, aligning with quality fundamentals.
• Ensure full adoption and utilization of digital tools within the One Services organization.

What Will Make You Successful

Strong leadership with solid written, verbal skills, and presentation skills. Ability to prioritize and manage multiple projects simultaneously. Ability to act independently, while exercising good judgment. Ability to build relationships with internal and external teams and maintain useful interaction with all involved parties. Proactively monitor team dynamics to recognize potential conflicts before they escalate. Strong time management skills. Strong critical thinking to resolve complex matters. Use data and interpret it to assess and make good business decisions. Have good financial acumen. Ability to influence cross-functional teams and stakeholders to achieve short and long terms process improvements. BA or BS in Business Management or Engineering is desirable but not required. Training during military service is also considered desirable. Minimum five (5) years experience in Field Service Industry or related field. Preferred minimum of two (2) years serving in a team lead or management/supervisor role. Valid drivers license with clean driving record. Technical comprehension/proficiency. Additional government clearance may be required (where required).

What's In It For You

Leadership role with opportunity to shape and develop a high-performing technical team Continuous learning and development in advanced technical systems and equipment Direct impact on customer success and business growth through service excellence Dynamic work environment with diverse technical challenges Career advancement opportunities in technical service management