Order Manager

Schneider Electric•Costa Mesa, CA

About The Position

The Services Order Manager (OM) manages the end-to-end customer experience for service projects, ensuring timely completion and a high level of customer satisfaction. The OM serves as the primary customer contact and oversees customer interactions throughout project initiation, planning, execution, control, and closure. The role confirms customer requirements, including drawings, specifications, scopes of work, project documentation, and special job-site needs. It also handles customer-facing communications and maintains detailed tasks and notes in the Work Order. The OM coordinates priorities, materials, labor, field service resources, and subcontractors; communicates schedule changes and project issues; monitors costs; and manages Work Orders through final closeout. The position works with the PSM and service teams to confirm field service representative qualifications, review operational performance, and address project and backlog status, forecasting, work in progress, and utilization. It also contributes to process improvement and customer relationship management.

Requirements

Bachelor’s degree in a related field or applicable experience.
Knowledge of principles and processes for providing customer and personal services.
Knowledge of basic accounting or financial principles and methods.
Professional experience in customer service.
Excellent customer service skills.
Solution-oriented approach, including offering solutions to resolve issues or improve processes.
Proactive ownership, a positive approach, and interest in improving the team and business.
Ability to leverage the knowledge of colleagues to manage the end-to-end customer process effectively.
Ability to plan and organize, attention to detail, and teamwork skills.
Strong written and verbal communication skills.
Ability to gather and analyze data.
Ability to learn and work efficiently in multiple computer-based systems, including Salesforce, SAP, and Microsoft Office.

Nice To Haves

Ability to review and understand electrical drawings and specifications.
Five years of electrical power distribution knowledge and experience.
Project management experience.
Some technical knowledge.

Responsibilities

Identify opportunities to improve processes, escalate issues for review, and suggest solutions in a positive, solution-oriented manner.
Elicit customer feedback and maintain customer relationships; develop knowledge of Schneider Electric products, processes, and terminology to communicate effectively.
Assign work priorities and ensure job materials are ordered, tracked, and received, and that labor and resources are scheduled.
Serve as the primary contact and liaison among service staff, internal and external customers, and subcontractors.
Communicate schedule conflicts, delays, or changes to customers and appropriate service and sales staff.
Schedule Field Service Representatives (FSRs) in an assigned territory and identify and assign a Lead FSR when needed.
Schedule internal and external outside labor and work with third-party companies and other service territories to obtain manpower and resources.
Work with the PSM to ensure FSR qualifications meet service-territory requirements.
Monitor job costs and escalate to the PSM costs that appear invalid or outside approved guidelines.
Manage Work Orders from initiation through final order closeout.
Prepare for and participate in weekly operational meetings with the PSM and monthly reviews with the OM leader to discuss project issues, backlog status, forecasting, work in progress, and FSR utilization.
Confirm customer requirements, including drawings, specifications, scopes of work, project documentation, and special job-site needs.
Manage customer-facing communications and maintain detailed Work Order tasks and notes.