Global Technical Support Operations Lead

Schneider Electric; Raleigh (NC); On-site; USD 102,000 - 152,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Retirement plan

Career development

Job summary

Schneider Electric seeks an Assistant Operations Manager to lead an international Technical Support organization, partnering with Operations Managers to drive excellence, support frontline teams, and improve customer experience across products and technologies.

The role emphasizes coaching, KPI tracking, workforce planning, and continuous improvement in a fast-paced environment with remote international teams.

Qualifications

• Bachelor's degree or higher 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.
• 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 ensure service levels and business objectives are achieved.
• Coach, develop, and support technical support professionals in different locations.
• Monitor operational performance through 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 Organization, Quality, Training, HR, and Business Leadership.

Skills

People leadership

Communication

Problem-solving

Analytical thinking

Coaching

Stakeholder management

Education

Bachelor's degree in Engineering, Business Administration, Information Technology, or related field

Tools

CRM

Case management

Reporting tools

Job description

Schneider Electric seeks an Assistant Operations Manager to lead an international Technical Support organization, partnering with Operations Managers to drive excellence, support frontline teams, and improve customer experience across products and technologies.

The role emphasizes coaching, KPI tracking, workforce planning, and continuous improvement in a fast-paced environment with remote international teams.