Global Technical Support Operations Lead

Schneider Electric; Nashville (TN); On-site; USD 102,000 - 152,000; Full time

Benefits offered by this job

Base salary

Incentives

Company share ownership

401(k) with match

Job summary

Schneider Electric seeks an experienced Assistant Operations Manager to lead and optimize technical support teams across locations. You will partner with Operations Managers to drive performance, coach staff, and improve customer experience in a fast-paced environment.

Lead continuous improvement initiatives, ensure policy compliance, and manage key operational metrics to meet business objectives. This role emphasizes collaboration across functions and regions, with a focus on workforce planning

Qualifications

• Bachelor's degree in Engineering, Business Administration, Information Technology, or related field.
• 3+ years of people leadership experience in customer support, technical support, operations, or related environment.
• Experience managing performance metrics and operational KPIs.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder management abilities.
• Advanced English communication skills (written and verbal).

Responsibilities

• Support daily operations of multiple technical support teams to ensure service levels and business objectives are achieved.
• Coach, develop, and support technical support professionals in different locations.
• Monitor operational performance through KPIs, service level targets, quality metrics, and customer satisfaction results.
• Identify operational challenges and implement corrective actions to improve efficiency and customer outcomes.
• Partner with Operations Managers on workforce planning, resource allocation, and organizational initiatives.
• Drive employee engagement, development planning, and talent growth activities.
• Support escalation management for complex customer situations and high-priority cases.
• Ensure compliance with operational processes, policies, and quality standards.
• Lead continuous improvement initiatives that enhance productivity, customer experience, and team effectiveness.
• Collaborate with cross-functional stakeholders including Field Services Organization, Quality, Training, HR, and Business Leadership.

Skills

Leadership

KPIs

Problem solving

Communication

English proficiency

Education

Bachelor's degree

Tools

CRM

Case management

Reporting tools

Job description

Schneider Electric seeks an experienced Assistant Operations Manager to lead and optimize technical support teams across locations. You will partner with Operations Managers to drive performance, coach staff, and improve customer experience in a fast-paced environment.

Lead continuous improvement initiatives, ensure policy compliance, and manage key operational metrics to meet business objectives. This role emphasizes collaboration across functions and regions, with a focus on workforce planning