Manager - Advanced Technical Support

We have an exciting opportunity for a Manager, Advanced Technical Support to lead a team of senior technical professionals responsible for delivering advanced troubleshooting, root‑cause analysis, and escalated support for high‑value customers. This role ensures customer issues are resolved efficiently, identifies trends to drive product and service improvements, and elevates the overall customer support experience. The Manager provides operational leadership, technical coaching, and strategic oversight to ensure alignment with organisational priorities.

You are innovative and strategic, focused on defining and supporting new models of technical support to produce premium service offering to our customers. You are customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.

This role will report into the Director Customer Success Pacific.

Key Responsibilities

Leadership & Team Management

• Oversee teams that provide advanced technical expertise and issue resolution for external customers across Schneider Electric's diverse Business Lines and solution offerings.
• Manage teams delivering advanced technical support to external customers across Schneider Electric's product and solution portfolio, spanning multiple Business Lines.

• Lead, coach, and develop a team of advanced technical support engineers, ensuring high technical capability and strong customer focus.
• Drive a performance‑based culture through regular feedback, development planning, and career progression support.
• Foster a collaborative, inclusive, and high‑trust team environment.

• Oversee day‑to‑day escalated support operations, ensuring service level commitments are met or exceeded.
• Implement processes, tools, and workflows to improve efficiency, accuracy, and customer satisfaction.
• Monitor key operational metrics and provide insights to senior leadership.
• Drive continuous improvement initiatives across support processes and documentation.

• Serve as an escalation point for critical customer issues, ensuring timely resolution and strong communication.

• Facilitate cross‑functional collaboration by bringing teams and stakeholders together to drive effective resolution of critical customer cases.

• Build relationships with key customers, support partners, and cross‑functional teams.
• Communicate technical issues in a clear, customer‑friendly manner while ensuring transparency and accountability.

• Provide oversight and guidance on complex technical cases, helping the team navigate advanced troubleshooting and root cause analysis.
• Stay current on product updates, emerging technologies, and industry best practices.
• Collaborate with internal teams to drive improved customer outcomes, and future enhancements.

• Identify trends in escalations and customer feedback to drive systemic improvements.
• Determine causes of customer dissatisfaction, their containment, root cause analysis, correction, and prevention.
• Contribute to long‑term support strategy, capacity planning, and resource management.
• Identification of new business opportunities for potential revenue generation and animation of existing opportunities

• Demonstrated experience leading technical support or service delivery teams.

• Strong technical background with the ability to understand and guide advanced troubleshooting.
• Excellent communication skills with the ability to manage customer escalations and influence stakeholders.

• Proven track record of driving operational excellence and continuous improvement.
• Ability to coach teams, manage performance, and foster talent development.

• Minimum bachelor's degree in any Engineering field and/or related degree
• Strong people management experience and remote management
• Highly skilled in Customer experience or support environment
• Proven experience within Customer Care/Customer Experience and Business Units/Customer Segments
• Good understanding of Customer Care operations, systems, and processes
• Demonstrated performance against customer centric performance targets.
• Excellent understanding of cross functional collaboration
• Project management, Change Management & Root cause analysis tools

• Customer Obsession - Champions customer needs and drives exceptional support outcomes.
• Technical Depth - Applies strong technical reasoning and guides engineers on complex issues.
• Operational Discipline - Ensures predictable, consistent, high‑quality execution.
• Leadership - Inspires teams, builds capability, and models a growth mindset.
• Collaboration - Partners effectively across functions and levels.