Primary Technical Support & cKM Manager

Schneider Electric; Cavite City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Schneider Electric Philippines seeks a Primary Technical Support & cKM Manager to lead the Level 1 Non-Secure Power Team and the Customer Knowledge Management Specialist, delivering high-quality remote technical support and driving operational excellence across the organization.

You will coach, develop, and coach team members, set KPIs, and partner with leadership on staffing, performance reviews, and succession planning to meet aggressive customer-centric goals.

Qualifications

• 5+ years in Operations, Support, or Shared Services with people leadership.
• Experience leading technical teams in a global, customer-focused environment.
• Proven ability to drive process improvement and RCA.
• Strong stakeholder management and communication skills.
• Data-driven decision making with KPI stewardship.

Responsibilities

• Lead and develop Level 1 Non-Secure Power Team and cKM Specialist.
• Coach and mentor team members for performance and growth.
• Plan staffing, promotion readiness, and succession.
• Conduct performance reviews and development planning.
• Establish team goals and KPIs; monitor performance.
• Drive continuous improvement and process redesign with Training Team.
• Manage customer escalations with stakeholders.
• Present updates to leadership and support new projects.
• Oversee SLA performance and drive corrective actions.

Skills

People management

Leadership

Stakeholder management

Analytical thinking

Process improvement

Coaching

Job description

The Role: Primary Technical Support & cKM Manager

Overview:

The role involves leading and developing the Level 1 Non-Secure Power Team and Customer Knowledge Specialist to deliver high-quality remote technical support services to customers. This position plays a pivotal role in driving operational excellence, capability development, and continuous improvement initiatives while fostering a high-performing, customer-focused culture. Through effective leadership, stakeholder collaboration, and strategic execution, the role contributes to enhanced customer satisfaction, employee engagement, and business performance.

What will you do?

People Management

• Manage Technical Support Non-Secure Power Level 1 Team and Customer Knowledge Management (cKM) Specialist.
• Coach, develop, and mentor team members to support performance, engagement, and career growth.
• Partner with leadership on team staffing, talent development, promotion readiness, and succession planning to support business objectives.
• Conduct regular performance discussions, coaching sessions, and individual development planning.
• Complete performance reviews and talent assessments in coordination with functional managers.
• Establish, communicate, and monitor team goals and key performance indicators (KPIs).
• Identify performance gaps, operational challenges, and process improvement opportunities.
• Drive continuous improvement initiatives to enhance team effectiveness, productivity, and customer experience.

CSAT, Quality & Process Improvement

• Partner with cross-functional teams to identify issues, implement corrective actions, and support process redesign initiatives in collaboration with Training Team.
• Monitor business and operational KPIs, analyze performance trends, and provide actionable recommendations to drive improvement.
• Provide leadership to achieve Customer Care Excellence objectives, including customer satisfaction, operational performance, and business goals.
• Conduct root cause analyses (RCA) and develop, recommend, and execute action plans to improve processes and team performance.
• Lead process standardization, performance improvement, and continuous improvement initiatives to enhance efficiency, quality, customer experience, and KPI achievement.
• Manage customer escalations and ensure timely resolution through effective stakeholder collaboration.

Stakeholder Management and Collaboration

• Manage customer escalations and drive timely resolution through effective stakeholder engagement.
• Present business updates, team capabilities, and resource requirements to support new and potential projects.
• Oversee SLA performance by monitoring service delivery metrics, driving corrective actions, and partnering with stakeholders to continuously improve service outcomes.
• Assess organizational changes and translate business requirements into actionable plans, ensuring alignment with relevant stakeholders.
• Serve as the primary point of contact for internal and external stakeholders, ensuring effective communication and coordination.
• Facilitate collaboration with Zone and Country Management teams and other departments to achieve business and operational objectives.
• Manage updates and changes to partnership agreements in collaboration with stakeholders, ensuring alignment with business requirements.
• Perform other duties and responsibilities as assigned by the Operations Leader.

Who would be successful?

• At least 5 years of experience in Operations, Support, or Shared Services environments, including experience leading people, teams, projects, or strategic initiatives. Prior leadership experience in a technical environment is preferred.
• Strong relationship management skills, with experience collaborating effectively across cross-functional teams.
• Ambitious, eager to learn, pragmatic, and passionate about problem-solving.
• Takes ownership and drives strategy execution based on facts and data, demonstrating the courage to ask challenging questions and make informed decisions.
• Strong analytical skills, with the ability to translate complexity into a clear vision and structured approach while continuously seeking opportunities to improve the status quo.
• Results-oriented and collaborative, with the ability to bring people together to achieve common goals.
• Strong organizational awareness and interpersonal skills, with the ability to thrive in a customer-focused, global environment.
• Demonstrated influencing skills, with a persistent and solution-oriented mindset to drive outcomes across different functions and levels of the organization.
• Excellent communication and stakeholder management skills, with the ability to communicate clearly and effectively across diverse audiences and cultures.
• Skilled at communicating complex topics and solutions while remaining open to diverse perspectives and ideas.

What's in it for me:

• Lead a high-impact team where your work directly influences customer loyalty
• Career growth opportunities with leadership training and development programs
• Dynamic, supportive culture that encourages innovation and continuous learning
• Make a real difference by shaping how we deliver technical excellence

Bring your leadership and technical passion to a team that's ready to welcome you!

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits- it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

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.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

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.

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