Customer Service Manager

Technical Triage & Customer Support

• 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.

Customer Experience Management

• Drive improvements in first-call resolution and response times.
• Monitor customer feedback and implement corrective actions as needed.

Performance & KPI Management

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
• Service backlog

Cross-Functional Collaboration

• 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.

Compliance & Safety

• 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.

Qualifications

Education

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

Experience

• 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.

Technical Knowledge

Preferred understanding of:

• 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

Key Competencies

Leadership

• Team development
• Coaching and mentoring
• Performance management
• Conflict resolution
• Change management

Customer Focus

• Customer relationship management
• Executive communication
• Escalation management
• Service excellence

Operational Excellence

• Workforce planning
• Resource allocation
• Process improvement
• KPI analysis
• Continuous improvement

Communication

• Strong verbal and written communication skills
• Ability to communicate technical concepts to non-technical audiences
• Effective cross-functional collaboration

Problem Solving

• Root cause analysis
• Decision making under pressure
• Prioritization in fast-paced environments
• Technical issue escalation management

Success Measures (First Year)

The Customer Service Manager will be successful when they:

• Achieve or exceed SLA targets.
• Improve technician utilization and dispatch efficiency.
• Reduce response and resolution times.
• Increase customer satisfaction scores.
• Develop a highly engaged and accountable service operations team.
• Establish scalable processes supporting growth in liquid cooling service demand.
• Improve first-call resolution and escalation effectiveness.

This role is ideal for a leader who combines strong customer service management skills with operational discipline and an understanding of mission-critical cooling infrastructure supporting modern AI and data center environments.

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: "We see you. We value you". It's more than just pay and benefits- it's a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you'll enjoy as part of the Schneider Electric team:

Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.

Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation , youth education initiatives, and military leave benefits.

If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form .

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our 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

You must submit an online application to be considered for any position with us. This position will be posted until filled.

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

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.

Client-provided location(s): Buffalo, NY

Job ID: Schneider_Electric-139618

Employment Type: FULL_TIME

Posted: 2026-10-22T21:39:21