Industrial Automation - Customer First Support Specialist

Schneider Electric•Houston, TX

About The Position

The Customer First Support Specialist is the single point of accountability for financial, service operational, and administrative execution of Customer FIRST Agreements (CFAs) within the Process Automation Field Services organization. The role owns the end-to-end CFA lifecycle, ensuring financial accuracy, accurate usage reporting, reliable delivery of contractual obligations, renewal readiness, and cross-functional alignment. The specialist works with Field Service, Sales, Service Sales, Finance, Order Entry, Proposals, Cybersecurity, Operations, and Leadership to deliver customer outcomes while maintaining strong financial controls and process discipline. This high-impact role calls for attention to detail, analytical capability, proactive communication, and early identification and mitigation of financial or operational risks. The specialist manages CFA financials and usage, coordinates contractual deliverables and orders, supports renewals and agreement transitions, and reinforces CFA standards, tools, and processes. The position reports to the Field Service CFA Supervisor.

Requirements

Five years of experience in service operations, financial coordination, project administration, or a related role.
Strong analytical, reconciliation, and problem-solving skills with high attention to detail.
Excellent verbal and written communication skills across technical and non-technical teams.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Proficiency with, or willingness to learn, SAP, GCS (Global Customer Support), bFO (CRM), usage reporting tools, and digital service platforms.
Comfort adopting AI-enabled tools and automation workflows.
Professionalism and a strong Customer First mindset.

Responsibilities

Maintain financial ownership of CFA projects, align them with forecasts, and identify risks, variances, or trends early.
Ensure accurate annual, quarterly, and ad hoc CFA usage reporting, and reconcile usage data with Field Service and Finance.
Monitor Flex Fund balances for Service, Material, and Training; keep accounts positive and aligned across records; and communicate updates to stakeholders.
Follow financial controls, governance, and Schneider Electric standards.
Manage the end-to-end CFA project lifecycle, including planning, release, execution, financial tracking, and timely closure.
Monitor CFA deliverables and ensure required documentation is complete and uploaded to GCS.
Track customer deliverables across Preventive Maintenance, Lifecycle Reports, Roadmap Reports, Cybersecurity, Flex Fund usage, and performance-based milestones.
Maintain statuses, comments, and color-coding in the CFA Delivery List, and deliver monthly FSE Dashboards to Field Service Engineers.
Ensure consistent use of standard Field Service tools, templates, and processes.
Monitor CFA-related orders, including entitlements, Flex Funds, third-party services, and addendums.
Partner with Order Entry to resolve missing or incorrect PM Plan notifications.
Support addendums, fund transfers, and scope changes based on FSM approval; document and communicate contract changes affecting scope, delivery, or financials.
Meet monthly with Sales and Service Sales to review renewal status, risk, and timing.
Deliver an accurate Initial Proposal Tool at the fourth month before expiration and maintain a current CFA Renewal Summary List.
Support handoff from renewal planning into CFA execution and complete the Scope Checklist using standardized templates after renewals are booked and released.
Coordinate across Field Service, Sales, Service Sales, Finance, Proposals, Order Entry, Cybersecurity, and Operations.
Prepare for and participate in monthly CFA reviews with stakeholders.
Update Cyber deliverable comments in the CFA Delivery List based on Cyber team input.
Communicate transparently and follow up to closure on CFA actions.
Reinforce and socialize CFA standards, tools, and processes across the Field Services organization.

Benefits

Medical, dental, vision, and basic life insurance
Benefit Bucks and member reward points for medical benefits
Flexible work arrangements
Paid family leaves
Well-being programs
12 holidays per year
15 days of paid time off per year
Base salary and short-term incentives
Company share ownership
401(k) with match
Performance discussions, global opportunities, the Schneider Career Hub, and learning platforms such as Coursera
Volunteer leave, Schneider Electric Foundation programs, youth education initiatives, and military leave benefits