Global Technical Support Operations Lead

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

Job summary

Schneider Electric is seeking an experienced Assistant Operations Manager to help lead an international, high-performing Technical Support organization. You will work with Operations Managers to drive operational excellence, support frontline technical teams, and ensure achievement of key business objectives.

You will coach and develop staff in multiple locations, monitor KPIs and customer satisfaction, manage escalation, and lead continuous improvement initiatives.

Qualifications

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

Responsibilities

• Support daily operations of multiple technical support teams to meet SLAs.
• Coach and develop technical support professionals across locations.
• Monitor KPIs, SLAs, 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 to enhance productivity and customer experience.
• Collaborate with cross-functional stakeholders including Field Services, Quality, Training, HR, and Leadership.

Skills

People leadership

KPIs/metrics

Analytical thinking

Communication

Coaching

English (advanced)

Education

Bachelor's degree (Engineering / Business / IT)

Tools

CRM systems

Case management

Reporting tools

Job description

Schneider Electric is seeking an experienced Assistant Operations Manager to help lead an international, high-performing Technical Support organization. You will work with Operations Managers to drive operational excellence, support frontline technical teams, and ensure achievement of key business objectives.

You will coach and develop staff in multiple locations, monitor KPIs and customer satisfaction, manage escalation, and lead continuous improvement initiatives.