Product Support Services Coordinator

The candidate must have a strong ability to clearly communicate and build strong customer relationships. Must have excellent interpersonal communication skills with customers and the product support team. Must have basic product knowledge and effectively utilize company software programs/collaborative tools to help support the team.

Essential Duties & Responsibilities - Job functions include:

• Receive phone calls and emails, and acknowledge within defined SLAs

• Verify and update contact information within (bFO) SalesForce as needed

• Create/Monitor/Maintain cases for various incoming inquiries within (bFO) SalesForce as needed

• Forward/Handle customer requests to relevant team members as needed

• Order entry for new services

• Drive/Promote technical cases to the appropriate support teams as needed

• Interface with Product Support and Customer Care departments as needed

• Ability to be a liaison with engineers to explain a problem or QA for resolution when needed

Job responsibilities include:

• Capability to quickly learn/identify new products while identifying the category they belong to

• Prepare communications, such as emails, invoices, quotes, and other correspondence

• Using reference manuals to learn and gain personal knowledge on the various products as needed

• Thorough documentation of support case details within (bFO) SalesForce

• Ability to work with customers who have varying levels of product knowledge and experience

• Excellent phone and personal interaction skills: relate to the customer on their current issue and converse in a clear and calm demeanor

What qualifications will make you successful?

• University education (Bachelor's degree/Master's degree) is recommended,
• High School Diploma / GED (mandatory)
• Minimum 1 to 4 years of confirmed of order processing for software and hardware
• SAP experience preferred
• Tridium Experience preferred
• Bulding Management Systems experience preferred
• Very good organizational skills
• Strong business communication skills
• Conflict management/resolution skills
• MS Office (Access, Excel, Outlook, Word) - advanced
• Previous experience with handling inbound telephone calls and emails in a technical call center or help desk environment
• Experience with call (incident) tracking is a plus

What's in it for me?

• Career Growth and advancement opportunity
• Exceptional compensation package with bonus
• Excellent benefits including Medical, Dental, Vision, Life Insurance, PTO, 401K with 6 % match, Stock purchase option, Tuition reimbursement, Wellness Program, company discounts, and much more!

Who will you report to?

This position reports to the Manager, Support Services in Digital Buildings

Let us learn about you! Apply today.

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

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!

36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

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.