Lead Field Service Representative

Schneider Electric•Dallas, TX

2d•Remote

About The Position

Schneider’s Field Service Representatives (FSR) play an impactful role within the organization - collaborating with customers, team members and third-party partners to perform assembly, startup, diagnostic, repair and preventive maintenance on both Company and third-party manufactured equipment in a variety of dynamic environments. This Lead Field Service Representative position will be the most senior FSR and assist the Territory Manager with hiring, customer service and other leadership responsibilities. There are no direct reports in this role. Schneider Electric provides service vehicles, tools, uniforms, mobile devices, and laptops for daily professional use. This opportunity is a home-based flexible work schedule with 40-hour guarantee (+Overtime).

Requirements

Experience installing, commissioning and troubleshooting Schneider Electric power distribution products.
An Associates degree, vocational education, or similar experience in electronics, electrical theory or similar desirable discipline or military training.
Thorough understanding of principles of AC and DC power, various AC and DC supply circuit components.
5+ years of field service repair and customer service with Schneider Electric UPS or Data Center Cooling.
5+ years in Field Services or equivalent industry experience.
Safe driving and vehicle operations skills.
Skilled at utilizing test and diagnostic equipment.
Experience reading and interpreting schematics, drawings, and theory of operation manuals.
The ability to write service reports, correspondence, procedures, effectively present information and respond to customer questions.
Interest in obtaining OSHA 30 Construction Certification as well as “Train the Trainer Certification”.
The capacity to move service equipment weighing up to 50 pounds.

Responsibilities

Demonstrate advanced abilities to mentor and Lead service representatives in all aspects of company values and responsibilities, while encouraging and promoting their development.
Demonstrate advanced skills necessary to interface Schneider Electric products with Schneider Electric Digital Services Offerings, along with customer networks/building monitoring systems.
Demonstrate an advanced understanding of electrical/mechanical theory, fundamentals, and troubleshooting skills. Demonstrate advanced skills with reading/interpreting schematics, drawings and operation manuals.
Foster and promotes a collaborative, respectful and inclusive workplace where employees achieve common goals.
Demonstrate a mastery of customer relations and interaction skills. Consistently strives to create a positive experience for customers and ability to manage and de-escalate difficult customer situations.
Promotes cross business unit sales leads and helps drive culture of sales opportunities for their local territory. Adopts and supports sales initiatives introduced by Sales Teams and Territory Manager.
Demonstrate advanced written/verbal communications skills that promotes resolution of issues in an effective and professional manner, both internally (SE) and externally (customer).
Strong self-management skills requiring no daily supervision and encourages the development of these skills in others.
Dedication to support team members and others when difficult challenges/problems develop and ability/willingness to travel outside of territory as part of this support.
Demonstrate the ability to operate advanced diagnostic/test equipment and analyze the data acquired.
Work effectively across departmental boundaries within Schneider Electric to promote solutions to challenging situations and drive field quality/process improvements.
Demonstrate mastery in SE Customer Relationship Management (CRM) tools (i.e. BFS/Clearview) and other digital tools/programs.
Manage first level escalations and provide oversight for territory and feedback to Territory Manager.
Assist Territory Manager and local Safety Manager with performing safety audits on peers.
Career goals to include advancement into Management positions within Schneider Electric.
Take on a leadership role (i.e. champion or focus group) to help support the needs of the territory and the organization.
Plan and lead regular team meetings with peers to develop teamwork and improve communications.
Additional Duties as required.
Travel throughout the region for local customer support or even countrywide (approximately 50 days of overnight travel).
Assist the Field Project Manager on larger system startups.
Act on behalf of the District Service Manager to resolve operational issues as required.