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About the Role

The Customer Service Manager leads the Resource Coordination and Technical Triage teams, ensuring efficient service delivery, optimal technician utilization, rapid customer response, and effective escalation management for liquid cooling systems. This role is crucial for maintaining high customer satisfaction and operational excellence in supporting data centers, AI infrastructure, and mission-critical cooling applications.

Responsibilities

Lead, coach, and develop Resource Coordinators and Call Center/Triage Technicians.
Establish performance expectations, KPIs, and development plans.
Conduct regular performance reviews, coaching sessions, and team meetings.
Foster a customer-focused and accountability-driven culture.
Ensure appropriate staffing levels to meet customer commitments and business requirements.
Support recruitment, onboarding, and training of service operations personnel.
Oversee customer service requests from intake through closure.
Manage dispatching and scheduling processes for field service technicians.
Ensure accurate prioritization of emergency, warranty, and project-related service activities.
Monitor service queues and backlog to maintain service level agreements (SLAs).
Drive continuous improvement in work processes and operational efficiency.
Manage technician scheduling, utilization, and workforce planning.
Balance service demand against resource availability.
Ensure proper assignment of technicians based on skills, certifications, geography, and customer requirements.
Monitor labor capacity and forecast future staffing needs.
Coordinate subcontractor and third-party service resources as required.
Oversee first-level technical support for liquid cooling products and systems.
Ensure effective troubleshooting and issue classification.
Manage escalation processes from L1 to L2 support.
Ensure timely communication with customers regarding service status and resolution progress.
Drive improvements in first-call resolution and response times.
Monitor customer feedback and implement corrective actions as needed.
Track and improve key operational metrics including response time, call abandonment rate, first-call resolution rate, technician utilization, dispatch efficiency, SLA compliance, customer satisfaction (CSAT), Net Promoter Score (NPS), escalation frequency, and service backlog.
Work closely with Field Service Managers, Engineering, Product Support, Quality, Supply Chain, and Sales teams.
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, and industry standards.
Promote safe work practices and adherence to EHS requirements.
Maintain accurate service records and documentation.
Ensure process consistency across service operations.

Requirements

5+ years of service operations, call center, dispatch, or field service management experience.
3+ years leading customer support, resource coordination, or technical service teams.
Experience supporting mission-critical equipment, HVAC, thermal management, liquid cooling, data center infrastructure, or industrial equipment preferred.
Strong verbal and written communication skills.
Ability to communicate technical concepts to non-technical audiences.
Effective cross-functional collaboration.
Root cause analysis.
Decision making under pressure.
Prioritization in fast-paced environments.
Technical issue escalation management.
Must submit an online application to be considered.
This position will be posted until filled.

Skills

Leadership
Team development
Coaching and mentoring
Performance management
Conflict resolution
Change management
Customer relationship management
Executive communication
Escalation management
Service excellence
Workforce planning
Resource allocation
Process improvement
KPI analysis
Continuous improvement
Liquid cooling systems
CDU (Coolant Distribution Units)
Data center cooling infrastructure
Pumps, heat exchangers, valves, and controls
HVAC and thermal management systems
Remote monitoring and diagnostics
Service dispatch and workforce management systems

Location

United States

Work Type

Full-time

Experience Level

5+ years of service operations, call center, dispatch, or field service management experience
3+ years leading customer support, resource coordination, or technical service teams

Education Level

Bachelor's degree in Engineering, Business, Operations Management, or related field preferred.
Equivalent combination of education and experience considered.

Salary/Compensations

USD 101,600 - USD 152,400 per year

Benefits

Medical (with member reward points)
Dental
Vision
Basic life insurance
Benefit Bucks
Flexible work arrangements
Paid family leaves
Well-being programs
12 holidays per year
15 days of paid time off per year
Competitive pay
Incentives
Company share ownership
401(k) with match
Performance discussions
Global opportunities
Schneider Career Hub
Learning platforms like Coursera
Recognition
Sharing your voice
Volunteer leave
Programs with the Schneider Electric Foundation
Youth education initiatives
Military leave benefits

About the Company

Schneider Electric is a global company with €40 billion in revenue, +9% organic growth, and over 150,000 employees in 100+ countries.
Our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – are the foundation for creating a great culture.
We aim to turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization.
We aspire to be the most inclusive and caring company in the world, providing equitable opportunities and ensuring all employees feel valued and safe.
We uphold the highest standards of ethics and compliance, guided by our Trust Charter.

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.