Customer First Support Specialist at Schneider Electric USA, Inc

Posted in General Business 12 days ago.

Type: Full-Time
Location: Houston, Texas





Job Description:

What will you do?

The Process Automation business is seeking to add a Customer First Support Specialist who will be responsible managing the execution and performance of Customer First Agreements (CFA) for an assigned region.


  • Monitor the execution and performance of Customer First Agreements (CFA) in assigned regions.

  • Collaborate with Field Service Manager to track, review and validate CFA deliverables

  • Generate CFA utilization reports

  • Monitor the CFA deliverable schedules and communicates with internal stakeholder to ensure expectations are met.

  • Utilize CFA digital tools for effective administration of assigned CFAs.

  • Collaborate with Sales Organization Contract Renewals, Addendums, new contracts, etc.

  • Steward the CFA renewal process to ensure all CFA agreements are renewed on time with a focus to grow the scope and breadth of PA's offerings under the CFA.

Skillset


  • Communication and interpersonal skills, multitask, fast paced environment. Computer knowledge.

  • For Canada, English and French language is required.

Strong collaboration will be required with the PA NAM Sales organization in all sales regions

Key Responsibilities


  • Support demand and need for process automation portfolio within new and existing customers and markets aligned to strategic objectives and goals.

  • Interface with regional sales and business leads to implement and develop account specific strategies within key customers and markets

  • Improve process automation portfolio penetration across key focus customers with support of account managers through new solutions and services.

  • Evaluate and pursue the execution of key medium-term business goals in identified focus areas and established accounts

  • Work closely with strategy and product management teams to provide voice of market and customers, trends and development on competitive dynamics related to service and software portfolio

  • Support development of business case for strategic initiative and drive implementation of selected strategies

Detailed Job Responsibilities will include:


  • Identify Missing SW Licenses

  • Monitor execution and performance of PMs - Rhythm

  • Monitor and Update tools (FE, GCS dates, etc.) - Rhythm

  • Generate Summary Usage Report

  • Review Summary Usage Report with Customer

  • Generate Value Statement

  • Review Value Statement with Customer

  • Generate Upgrade Roadmap

  • Review Upgrade Roadmap with Customer

  • Generate Lifecycle Report

  • Review Lifecycle Report with Customer

  • Monitor execution and performance of CF Deliverables

  • Track SW entitlements

  • Run PLV from GCS/Buy Automation

  • Approve PLV and make any necessary modifications

  • Assure readiness of input sales documents (ferrets, PLV, etc.)

  • Document expansion/ changes to CFAs that will drive changes to contracts

  • Upload FINAL CFA (with signature) to Facility Expert

  • Update CFA Summary Action Sheet

  • Assists Customers to access GCS and SAV

  • Administrative support to Customers for CF numbers/ ID


What qualifications will make you successful?

  • 5+ years' experience in the process industries, preferably in engineering, systems, software and the services field.

  • 5+ years' experience in engineering, project management or an operations environment within the oil, gas and petrochemicals industries a plus

  • University degree in Business Management (preferred), or equivalent

  • Strong domain knowledge in Process Automation and its applications.


Required Skills and Experience

  • Proven experience implementing business strategies.

  • Proven experience working in owner/operator environment in process automation, process engineering, operations, and maintenance capacity

  • Analytical thinking, strong capability of project management and problem-solving skills, sound judgment and a willingness to resolve issues and problems in a timely manner

  • Excellent communications skills with the proven ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively

  • Exposure to services in the North American market space.

  • Proven ability to convert strategies into implemented business solutions driving sales and revenue within the process industries

  • Proven ability to develop sustainable opportunity pipeline based on business plans

What's in it for me?

We seek out and reward people for putting the customer first, being disruptive to the status quo, embracing different perspectives, continuously learning, and acting like owners. We're recognized around the world for welcoming people as they are. We create an inclusive culture where all forms of diversityarea real value for the company.

Who will you report to? David Ray

Let us learn about you! Apply today.

Why us?

Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.

€25.7bn global revenue

137 000+ employees in 100+ countries

45% of revenue from IoT

5% of revenue devoted for R&D

You must submit an online application to be considered for any position with us. This position will be posted until filled

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.What will you do?

The Process Automation business is seeking to add a Customer First Support Specialist who will be responsible managing the execution and performance of Customer First Agreements (CFA) for an assigned region.


  • Monitor the execution and performance of Customer First Agreements (CFA) in assigned regions.

  • Collaborate with Field Service Manager to track, review and validate CFA deliverables

  • Generate CFA utilization reports

  • Monitor the CFA deliverable schedules and communicates with internal stakeholder to ensure expectations are met.

  • Utilize CFA digital tools for effective administration of assigned CFAs.

  • Collaborate with Sales Organization Contract Renewals, Addendums, new contracts, etc.

  • Steward the CFA renewal process to ensure all CFA agreements are renewed on time with a focus to grow the scope and breadth of PA's offerings under the CFA.

Skillset


  • Communication and interpersonal skills, multitask, fast paced environment. Computer knowledge.

  • For Canada, English and French language is required.

Strong collaboration will be required with the PA NAM Sales organization in all sales regions

Key Responsibilities


  • Support demand and need for process automation portfolio within new and existing customers and markets aligned to strategic objectives and goals.

  • Interface with regional sales and business leads to implement and develop account specific strategies within key customers and markets

  • Improve process automation portfolio penetration across key focus customers with support of account managers through new solutions and services.

  • Evaluate and pursue the execution of key medium-term business goals in identified focus areas and established accounts

  • Work closely with strategy and product management teams to provide voice of market and customers, trends and development on competitive dynamics related to service and software portfolio

  • Support development of business case for strategic initiative and drive implementation of selected strategies

Detailed Job Responsibilities will include:


  • Identify Missing SW Licenses

  • Monitor execution and performance of PMs - Rhythm

  • Monitor and Update tools (FE, GCS dates, etc.) - Rhythm

  • Generate Summary Usage Report

  • Review Summary Usage Report with Customer

  • Generate Value Statement

  • Review Value Statement with Customer

  • Generate Upgrade Roadmap

  • Review Upgrade Roadmap with Customer

  • Generate Lifecycle Report

  • Review Lifecycle Report with Customer

  • Monitor execution and performance of CF Deliverables

  • Track SW entitlements

  • Run PLV from GCS/Buy Automation

  • Approve PLV and make any necessary modifications

  • Assure readiness of input sales documents (ferrets, PLV, etc.)

  • Document expansion/ changes to CFAs that will drive changes to contracts

  • Upload FINAL CFA (with signature) to Facility Expert

  • Update CFA Summary Action Sheet

  • Assists Customers to access GCS and SAV

  • Administrative support to Customers for CF numbers/ ID


What qualifications will make you successful?

  • 5+ years' experience in the process industries, preferably in engineering, systems, software and the services field.

  • 5+ years' experience in engineering, project management or an operations environment within the oil, gas and petrochemicals industries a plus

  • University degree in Business Management (preferred), or equivalent

  • Strong domain knowledge in Process Automation and its applications.


Required Skills and Experience

  • Proven experience implementing business strategies.

  • Proven experience working in owner/operator environment in process automation, process engineering, operations, and maintenance capacity

  • Analytical thinking, strong capability of project management and problem-solving skills, sound judgment and a willingness to resolve issues and problems in a timely manner

  • Excellent communications skills with the proven ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively

  • Exposure to services in the North American market space.

  • Proven ability to convert strategies into implemented business solutions driving sales and revenue within the process industries

  • Proven ability to develop sustainable opportunity pipeline based on business plans





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