Customer Service & Dispatch Lead, Data Center Cooling

Schneider Electric; Buffalo (NY); On-site; USD 102,000 - 152,000; Full time

Job summary

Schneider Electric is seeking a Customer Service Manager in the United States to lead the Resource Coordination and Technical Triage teams supporting liquid cooling systems for data centers, AI infrastructure, HPC environments, and mission-critical applications.

You will optimize dispatch, staffing, and escalation, drive KPI performance, and partner with Engineering, Product Support, Quality, Supply Chain, and Sales to deliver exceptional service to customers.

Qualifications

• Bachelor's degree in Engineering, Business, Operations Management, or related field.
• 5+ years of service operations, call center, dispatch, or field service management.
• 3+ years leading customer support, resource coordination, or technical service teams.
• Experience with mission-critical cooling infrastructure preferred.

Responsibilities

• Lead, coach, and develop Resource Coordinators and Call Center/Triage Technicians.
• Manage dispatching, scheduling, and service queue prioritization to meet SLAs.
• Coordinate staffing, work planning, and subcontractor resources.
• Oversee first-level technical support and escalation processes.
• Drive continuous improvements in processes and customer satisfaction.

Skills

Leadership

Customer Focus

Operational Excellence

Communication

Problem Solving

Education

Bachelor's degree or equivalent

Job description

Schneider Electric is seeking a Customer Service Manager in the United States to lead the Resource Coordination and Technical Triage teams supporting liquid cooling systems for data centers, AI infrastructure, HPC environments, and mission-critical applications.

You will optimize dispatch, staffing, and escalation, drive KPI performance, and partner with Engineering, Product Support, Quality, Supply Chain, and Sales to deliver exceptional service to customers.