Services Order Manager

Purpose
The Service Order Manager (SOM) 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:
•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.
•Receive, manage and review all order handoffs from inside sales
•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 to discuss:
project issues
status of backlog
forecasting
Work in Progress (WIP)
FSR utilization

Education and Experience
•Knowledge of principles and processes for providing customer and personal services.
•Knowledge of basic accounting or financial principles and methods
•Knowledge of Project Management Methodology
•Professional experience in customer service
•4-year bachelor’s degree or equivalent experience

Key Competencies
•Proactive and extremely collaborative with team members; knows how to leverage knowledge of those around them to effectively manage the end to end process with the customer
•Excellent customer service skills
•Team player who is adept at planning, organizing and detail-oriented
•Strong critical thinking skills
•Strong written and verbal communication skills
•Ability to gather and analyze data
•Ability to work independently in a fast paced, customer focused environment.
•Ability to learn and work effectively within multiple computer-based systems including Sales Force, SAP & the Microsoft Office Suite of products.

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 68,000 - USD 102,000 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.

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.

Become an IMPACT Maker with Schneider Electric – apply today!

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

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.