Global Technical Support Ops Lead

Schneider Electric; Dallas (TX); On-site; USD 102,000 - 152,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision insurance

Basic life insurance

401(k) with match

Flexible work arrangements

Paid holidays

Job summary

Schneider Electric seeks an experienced Assistant Operations Manager to help lead an international Technical Support organization and partner with Operations Managers to drive operational excellence and improve customer experience. You will coach frontline teams across locations and manage performance metrics to meet business objectives.

The role emphasizes workforce planning, continuous improvement, and cross-functional collaboration with Quality, HR, Training and Field Services, within a

Qualifications

• Bachelor's degree in engineering, business administration, information technology, or related field.
• 3+ years of people leadership 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 that enhance productivity and customer experience.
• Collaborate with cross-functional stakeholders including Field Services, Quality, Training, HR, and Business Leadership.

Skills

People leadership

Analytical skills

Communication skills

Stakeholder management

English proficiency

Education

Bachelor's degree

Tools

CRM

Case management tools

Reporting tools

Job description

Schneider Electric seeks an experienced Assistant Operations Manager to help lead an international Technical Support organization and partner with Operations Managers to drive operational excellence and improve customer experience. You will coach frontline teams across locations and manage performance metrics to meet business objectives.

The role emphasizes workforce planning, continuous improvement, and cross-functional collaboration with Quality, HR, Training and Field Services, within a