Data Center Cooling Service Ops Manager

Schneider Electric North America; Buffalo (NY); Sur place; USD 102 000 - 152 000; Plein temps

Résumé du poste

Schneider Electric North America in Buffalo, NY is seeking a Customer Service Manager to lead Resource Coordination and Technical Triage teams supporting liquid cooling for data centers and AI infrastructure. You will drive dispatch operations, field service scheduling, and escalation management to ensure rapid customer responses and high service levels.

In this role, you will coach and develop a high-performing team, monitor KPIs such as response time, CSAT, and technician utilization, and

Qualifications

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

Responsabilités

• Lead and develop Resource Coordinators and Call Center/Triage Technicians.
• Oversee dispatching, scheduling, and escalation processes.
• Manage service queues, SLA adherence, and performance KPIs.
• Coordinate cross-functional teams across Field Service, Engineering, Quality, and Supply Chain.
• Ensure safe, compliant, and efficient service operations.
• Drive continuous improvement in processes and customer experience.

Connaissances

Leadership

Customer focus

Operational excellence

Communication

Problem solving

Formation

Bachelor's degree in Engineering, Business, Operations Management, or related field

Outils

Service dispatch systems

Remote monitoring systems

Description du poste

Schneider Electric North America in Buffalo, NY is seeking a Customer Service Manager to lead Resource Coordination and Technical Triage teams supporting liquid cooling for data centers and AI infrastructure. You will drive dispatch operations, field service scheduling, and escalation management to ensure rapid customer responses and high service levels.

In this role, you will coach and develop a high-performing team, monitor KPIs such as response time, CSAT, and technician utilization, and