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About the Role

The Service Delivery Expert (SDE) supports the Service Operations Manager (SOM) and collaborates with Smartspace engineers, project teams, and business support functions to deliver safe, high-quality customer service and strong operational performance aligned with business targets. This role acts as the team’s technical authority for Smartspace systems, focusing on KNX, DALI lighting control, room control applications, and system integration, supporting the modernization, optimization, and lifecycle management of installed systems across customer sites. The position combines technical leadership, service excellence, and team development to ensure consistent delivery of high-quality Smartspace solutions and continuous improvement in customer satisfaction.

Responsibilities

Assist SOM with developing customer relationships to grow business and demonstrate the value of Schneider Electric and its digital service offerings.
Chair operational/technical customer meetings with support from the CSH team.
Provide SOM coverage for customer meetings as needed.
Support SOM with team recruitment, interviewing, and onboarding.
Delegate for SOM during their absence, leading weekly team calls and managing delegated tasks.
Approve FQ reviews.
Lead team adherence to HSE policies and processes, ensuring engineers meet requirements including POWRAs, RAMS, PPE usage, equipment calibration, and Near Miss reporting.
Support SOM with regular team meetings and HSE Team attendance.
Take ownership of the team’s skills matrix and provide guidance for future training needs.
Ensure the service team stays updated with technical software and product updates.
Develop and share best practices, energy-saving, and sustainability solutions among the team.
Manage system architecture and integration, fault finding, and diagnostics.
Utilize software tools such as ETS and lighting control platforms.
Support the transition and improvement of legacy or poorly performing systems.
Define and promote Smartspace best practices and standardization.
Review service quality and customer satisfaction across sites, initiating improvements to drive team performance.
Inspire and promote digital process and behavioral change within the team to improve customer satisfaction (CSAT) ratings.
Collaborate with the team scheduler to ensure optimal utilization of the service team for operational commitments, including Service, Reactive Call-outs/Repairs, and Field Quotes.
Ensure time is allocated for mandatory annual Essentials and H&S training, plus technical development.
Act as a role model for Schneider Electric’s processes and policies, delivering service to the highest ethical standards aligned with the Trust Charter.
Serve as the first line of escalation for technical issues encountered by Service Team Engineers, providing assistance and support.
Partner with the Projects Team, engaging monthly to ensure smooth handovers, proper documentation (O&Ms), and signed-off project completion according to Schneider Electric’s QMS and governance.
Collaborate with Sales and EUP Teams to influence and support sales activities within Digital Energy, promoting products and opportunities for cross-business sales.
Act as the #2 engineer on T1 customer sites, supporting the lead engineer and staying updated on new releases.
Contribute to turning sustainability ambitions into actions.

Requirements

Technical authority for Smartspace systems, with a focus on KNX, DALI lighting control, room control applications, and system integration.
Support the modernisation, optimisation, and lifecycle management of installed systems across customer sites.
Embed Safety as the No.1 priority.
Ensure engineers complete POWRAs and RAMS.
Ensure engineers order and use PPE correctly.
Ensure equipment is calibrated and in good condition.
Ensure Near Misses are reported.
Support SOM with regular team meetings and HSE Team attendance.
Ensure the service team is kept up to date with technical software and product updates.
Develop and share best practice among the team.
Define and promote Smartspace best practices and standardisation.
Work with the team Scheduler to ensure the service team are correctly utilised.
Support customers' Digital Servicing.
Embrace and become a role model for Schneider Electric’s processes and policies.
Deliver service to the highest ethical standards aligned to our Trust Charter.
Be the first line escalation for technical issues encountered by the Service Team Engineers.
Work in partnership with our Projects Team with monthly engagement and awareness of current and future projects.
Ensure handovers are completed to the expected high standard and documentation / O&Ms in place and handover signed off in accordance with Schneider Electrics QMS and governance.
Working collaboratively with Sales and EUP Teams to influence and support sales activity within Digital Energy's business.
Promotion of products and opportunities to drive cross business sales opportunities.
SDE to not be lead engineer role at a customer site.
The role focus is to support and attend service as #2 engineer on T1 customer sites where the customer is a Promoter and actively invests, engages and supports with Schneider technology across all our business units.
This facilitates the SDE with keeping their hand in and up to date on new releases etc.

Skills

KNX
DALI lighting control
Room control applications
System integration
Fault finding
Diagnostics
ETS software
Lighting control platforms
Gateways

Location

Customer sites

Work Type

Full-time
Hybrid

Experience Level

Technical authority
Leadership role

Salary/Compensations

Competitive salary & Bonus Scheme

Benefits

28 Days Annual Leave + Public Holidays
Holiday Buy & Sell programme
Pension Scheme
Employee Share Ownership Programme
Various Health & Wellbeing Support Options
Gym Flex
Open Talent Market (internal mobility opportunities + access to mentors & projects globally)
Shopping & Dining Discounts
Learning Portal

About the Company

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture, and identity.
We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration.
We want our employees to reflect the diversity of our communities and the customers we serve.
As a result, our teams are stronger to drive the company's future.
We are proudly participating in the Disability Confident Program offering support to people in the workplace who consider themselves living with a disability.
Schneider Electric’s 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
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

Equal Opportunity

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.