This job listing has expired and the position may no longer be open for hire.

Service Coordinator at Schneider Electric USA, Inc in Carrollton, Texas

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

Schneider Electric™ has an exciting opportunity for a Service Coordinator with the flexibility of working remotely within the continental US, Canada, or Mexico! This role provides administrative support to ensure the efficient operation of our product support team. You will be part of a highly collaborative team dedicated to resolving product issues for Schneider Electric field engineers and partners.

Job Location Place(s) where work is performed: Carrollton,TX; Canada; Mexico

The product support team utilizes Schneider Electric equipment to simulate and test problems experienced in a customer's environment. These troubleshooting actions require the configuration of servers, workstations, controllers, and databases while also using remote desktop software to connect to live systems for troubleshooting purposes. 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, as well as effectively utilizing company software programs/collaborative tools to help support the team.

Schneider Electric creates connected technologies that reshape industries, transform cities and enrich lives.Our 13 5 ,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software, and services improve the way our customers manage and automate their operations. Help us deliver solutions that ensure Life Is On everywhere, for everyone, and at every moment .

Great people make Schneider Electric a great company.

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 material/service/training requests to relevant team members as needed
  • Administrative / ad-hoc activities: Customer Surveys/Office Administration/Reception/Order entry
  • Help Drive/Promote technical cases to the relevant Local / Regional Level 3 teams as needed
  • Interface with Engineering and Quality Assurance departments as needed
  • Ability to be a liaise between Engineering to explain a problem and QA for resolution when needed

Job responsibilities include:

  • Pro-actively and on-demand schedule services/PTO for team members
  • Schedule appointments and maintain calendars
  • Schedule and coordinate staff and other meetings
  • The ability to quickly learn/identify new products in relation to identifying the category they belong to
  • Prepare communications, such as memos, emails, invoices, reports, 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
  • Capable of working with customers who have varying levels of product knowledge and experience
  • Excellent phone and personal interaction skills: Ability to relate to the customer on their current issue and converse in a clear and calm demeanor

Preferred System Knowledge: Basic Understanding of Security Technology, Access Control, CCTV, Intrusion Alarm systems, Intercom systems, or other building or electronic control systems.

  • Security/Access Control background
  • BMS/HVAC Control background
  • SBO/EBO Knowledge
  • Legacy Product Lines, Andover Continuum, TAC Vista, TAC I/A
  • Tridium AX/N4
  • Security Expert Knowledge
  • Access Expert Knowledge
  • Legacy I/Net Access Control
  • Legacy Continuum Access Control
  • Video: Pelco, Genetec, Avigilon, Dvtel, Verint, Salient
  • Access Control: ICT, Genetec, Lenel, Software house.
  • Intrusion Detection: Bosch or equivalent
  • Information Technology, TCP/IP networks, servers, domains, firewalls, routing, windows, and mobile Operating systems.
  • Electrical - Low voltage
  • Intercom, PA, Emergency notification systems
We know skills and competencies show up in many different ways and can be based on your life experience. If you do no t necessarily meet all the requirements that are listed, we still encourage you to apply for the position. The ideal candidate will be a self-motivated team player with strong time management, verbal and written communication skills. Must understand the challenges of engaging and managing customers via digital methods (Email, telephone, community portals).

Qualifications:


  • High School Diploma / GED (mandatory)
  • University education (Bachelor's degree/Master's degree) is an advantage
  • Minimum 1 to 4 years of confirmed related experience
  • 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

This job might be for you if:


  • Have excellent interpersonal skills
  • Effective time management and organizational skills
  • Excellent communication and presentation skills, written and spoke
  • Enjoy the customer support experience, calling on or supporting accounts
  • Enjoy developing New Customer opportunities
  • Can drive team morale and relationships with a specific focus on customer service
  • Can identify, manage, and close opportunities - follow up on leads, quotes, service, and growth opportunities
  • Maintains a high level of customer satisfaction through increased availability/access, timely communication, assisting with orders, and following up on open cases
  • Drive personal career growth
  • Have the patience to seek reference manuals to learn and gain personal knowledge on the various products
  • The ability to properly document your support case information and resolutions within salesForce (BFO) or equivalent case management.
  • Capable of working with customers who have varying levels of product knowledge and experience
  • Excellent phone and personal interaction skills: Ability to relate to the customer on their current issue and converse in a clear and calm demeanor

Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave,401(k) match, and more. Click here to find out more about working with us: http://se.com/us/careers .

We seek out and reward people for putting the customer first, being disruptive to the status quo, embracing different perspectives, continuously learning, and acting like owners. We're recognized around the world for welcoming people as they are. We create an inclusive culture where all forms of diversity are seen as a real value for the company. See what our people have to say about working for Schneider Electric.

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.

As a federal government contractor, all Schneider Electric U.S. employees (including U.S. territories and Puerto Rico) must be fully vaccinated against COVID-19, subject to federal laws.

It is the policy of Schneider Electric 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.

Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.

Schneider Electric is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.





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