Customer Service Manager

Schneider Electric•Buffalo, NY

19d

About The Position

The Customer Service Manager leads the day-to-day performance and development of the Resource Coordination and Technical Triage teams supporting liquid cooling systems for data centers, AI infrastructure, HPC environments, and other mission-critical cooling applications. The role oversees dispatch operations, call center activities, technical triage, field-service scheduling, and service execution coordination to support efficient service delivery, technician utilization, rapid customer response, effective escalations, customer satisfaction, and operational excellence. The manager leads and develops service operations staff; oversees customer service requests from intake through closure; manages scheduling, dispatch, workload planning, and technical escalations; and monitors operational performance and customer experience. The role collaborates with field service, engineering, product support, quality, supply chain, and sales teams, while supporting safety, compliance, accurate service records, and continuous improvement. Success in the first year includes meeting or exceeding SLA targets, improving technician utilization and dispatch efficiency, reducing response and resolution times, increasing customer satisfaction, developing an engaged and accountable team, establishing scalable processes, and improving first-call resolution and escalation effectiveness. Schneider Electric describes its Total Rewards package as including medical, dental, vision, basic life insurance, flexible work arrangements, paid family leaves, well-being programs, 12 holidays, 15 days of paid time off, competitive pay and incentives, company share ownership, a 401(k) with match, career development resources, volunteer leave, and military leave benefits. The expected U.S. pay range is USD 101,600–152,400 per year, including base pay and short-term incentives.

Requirements

At least 5 years of experience in service operations, call center, dispatch, or field service management.
At least 3 years leading customer support, resource coordination, or technical service teams.
Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences.
Leadership, team development, coaching and mentoring, performance management, conflict resolution, and change management capabilities.
Customer relationship management, executive communication, escalation management, and service excellence capabilities.
Workforce planning, resource allocation, process improvement, KPI analysis, and continuous improvement capabilities.
Root cause analysis, decision-making under pressure, prioritization in fast-paced environments, and technical issue escalation management capabilities.
Effective cross-functional collaboration.

Nice To Haves

Bachelor's degree in Engineering, Business, Operations Management, or a related field; equivalent combinations of education and experience are considered.
Experience supporting mission-critical equipment, HVAC, thermal management, liquid cooling, data center infrastructure, or industrial equipment.
Understanding of liquid cooling systems, including CDU (Coolant Distribution Units).
Understanding of data center cooling infrastructure, pumps, heat exchangers, valves, and controls.
Understanding of HVAC and thermal management systems, remote monitoring and diagnostics, and service dispatch and workforce management systems.

Responsibilities

Lead, coach, and develop Resource Coordinators and Call Center/Triage Technicians.
Set performance expectations, KPIs, and development plans; conduct performance reviews, coaching sessions, and team meetings.
Foster a customer-focused and accountable culture, maintain appropriate staffing levels, and support recruitment, onboarding, and training.
Oversee customer service requests from intake through closure.
Manage field-service dispatch and scheduling, prioritizing emergency, warranty, and project-related work appropriately.
Monitor service queues and backlogs to maintain service level agreements and improve processes and operational efficiency.
Manage technician scheduling, utilization, workforce planning, and labor capacity; balance service demand against resource availability and forecast staffing needs.
Assign technicians according to skills, certifications, geography, and customer requirements; coordinate subcontractors and third-party service resources as needed.
Oversee first-level technical support for liquid cooling products and systems, including troubleshooting and issue classification.
Manage escalations from L1 to L2 support and ensure timely customer updates on service status and resolution progress.
Improve first-call resolution and response times; monitor customer feedback and implement corrective actions.
Track and improve response time, call abandonment, first-call resolution, technician utilization, dispatch efficiency, SLA compliance, CSAT, NPS, escalation frequency, and service backlog.
Collaborate with Field Service Managers, Engineering, Product Support, Quality, Supply Chain, and Sales.
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.
Ensure compliance with company policies, customer requirements, industry standards, and EHS requirements; promote safe work practices.
Maintain accurate service records and documentation and ensure consistent service operations processes.