Job Title: Service Delivery Expert
Mission :
In this role, the SDE will be responsible for maximising operational and performance for services delivered within their Region, through a team of experienced engineers. They will work closely alongside the SOM, regional team and SDE community to drive performance to meet and exceed Digital Energy’s targets for safety, operational efficiency and financial performance, as well as inspiring the team to deliver a best in class customer service and CSAT score.
Key responsibilities:
Embedding Safety as our No.1 priority by leading the team's adherence to HSE policies and processes, ensuring requirements are met by the team, including RAMS, POWRAs use of PPE and Near Misses reporting.
Support Service Operations Manager to drive digital transformation of existing install base and grow Assets Under Management (AUM).
Assisting the Service Operations Manager to develop productive and rewarding relationships with the key customers in the regional area to grow our business and demonstrate the value of Schneider Electric.
Knowledge of the region’s financial commitments, working with the Service Operations Manager and local team to meet budgets and forecasts. Support with the identification of new opportunities and delivery of said opportunities specifically around software upgrades and transitions.
Becoming the first line escalation for technical issues encountered by the service team, providing help and support when necessary.
Reviewing service quality and satisfaction across the region, initiating improvements to drive increased team performance, inspiring process and behavioural change among your team to consistently improve our customer satisfaction ratings.
Taking ownership of the team skills matrix and provide guidance for future training requirements.
Ensuring the service team is kept up to date with technical and product updates – develop and share best practice among the team and the other SDEs, and being an ambassador for the SDE role.
Working with the team coordinator to ensure the service team are fully utilised and we achieve or exceed our operational commitments to our customers when delivering PPM, reactive repairs or Field Quote works.
Embracing and become a role model for Schneider Electric process and policy adoption, delivering service in the region to the highest ethical standards.
Working collaboratively with EUP and Sales teams to influence and support sales activity within Eco Buildings business as well as promotion of products and opportunities to drive cross business sales opportunities.
Skills and attributes:
Be able to demonstrate related work experience in field service environment with customer facing engagement, positive CSAT feedback and Field Quote success.
Be able to build a good customer relationship, and a strong collaboration with internal teams too.
Knowledge and experience of Schneider Electric products and software solutions.
The ability to own and follow through on commitments to completion.
Ability to work independently without supervision.
Education
Qualified to degree level in relevant discipline (Engineering and/or Business) or equivalent experience.
Hold a full driving license.
What we offer you:
Competitive salary & Bonus Scheme, 28 Days Annual Leave + Public Holidays, Holiday Buy & Sell programme, Pension Scheme, Employee Share Ownership Programme, Various Health & Wellbeing Support Options, Gym Flex, Open Talent Market (internal mobility opportunities + access to mentors & projects globally), Shopping & Dining Discounts, Learning Portal and much more.
Apply now:
Please submit an online application to be considered for any position with us. You know about us, so let us learn about you! Apply today.
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