Global Technical Support Ops Leader (Remote)

Schneider Electric; Foxborough (MA); On-site; USD 102,000 - 152,000; Full time

Benefits offered by this job

Medical, dental, vision

Flexible work arrangements

Paid time off

401(k) with company match

Job summary

Schneider Electric seeks an Assistant Operations Manager to lead a higher‑performing Technical Support group. You will partner with Operations Managers to drive excellence, support frontline teams, and improve customer experience across multiple products and technologies.

The role requires strong leadership, analytics, and a customer‑focused mindset while coordinating remote and on‑site teams to meet service levels and business objectives.

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 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, Quality, Training, HR, and Business Leadership.

Skills

People leadership

Customer-focused

Analytical thinking

Communication

Stakeholder management

Coaching & development

English proficiency

Education

Bachelor's degree in Engineering/Business/IT

Tools

CRM tools

Job description

Schneider Electric seeks an Assistant Operations Manager to lead a higher‑performing Technical Support group. You will partner with Operations Managers to drive excellence, support frontline teams, and improve customer experience across multiple products and technologies.

The role requires strong leadership, analytics, and a customer‑focused mindset while coordinating remote and on‑site teams to meet service levels and business objectives.