Services Order Manager

Schneider Electric • Chicago, IL

5d • $68,000 - $102,000

About The Position

The Services Order Manager (OM) manages the end to end customer experience as it relates to service projects to ensure on-time completion and the highest level of satisfaction. This position will act as the primary point of contact for our customers and is responsible for initiating, planning, executing, controlling and ultimately closing customer interactions throughout the project. They are further responsible for confirming customer requirements – which typically includes drawings, specifications, scopes of work, all related project documentation and any special job site needs. The SOM will be responsible for any customer-facing communication and maintaining detailed tasks and notes in the Work Order.

Requirements

• Bachelor’s degree in a related field or applicable experience
• Knowledge of principles and processes for providing customer and personal services.
• Knowledge of basic accounting or financial principles and methods
• Ability to review and understand electrical drawings and specifications desired
• 5 years Electrical Power Distribution knowledge and experience desired
• Project management experience desired
• Professional experience in customer service
• Solution oriented - will offer solutions about how to best resolve issues or make adjustments in the process to improve
• Takes ownership proactively and maintains a positive approach, looks for ways to improve the team and business
• Extremely effective in leveraging knowledge of those around them to effectively manage the end to end process with the customer
• Excellent customer service skills
• Team player who is adept at planning, organizing and detail-oriented
• Strong written and verbal communication skills
• Ability to gather and analyze data
• Ability to learn and work efficiently within multiple computer-based systems including Sales Force, SAP & the Microsoft Office Suite of products.

Nice To Haves

• Some Technical knowledge is preferred

Responsibilities

• Proactively look for opportunities to improve processes and escalate issues that need to be reviewed; make suggestions for improvements in a positive, solution-oriented approach
• Elicit regular feedback from customers with the goal of maintaining solid relationships. Develop and maintain a fundamental knowledge and understanding of Schneider Electric products, processes and terminology to effectively communicate with customers regarding these aspects of our business.
• Assign work priorities, ensure job materials have been ordered, tracked and received. Ensure proper labor and resources are scheduled for each job
• Serve as the primary contact and liaison between service staff and internal and external customers and sub-contractors. Communicate schedule conflicts, delays, or changes with customer and appropriate service and sales staff
• Scheduling of the FSRs in an assigned territory, identify and assign Lead FSR as needed
• Scheduling Outside Labor – internal and external, proactively work with 3rd party companies and other Service Territories to obtain needed manpower and resources
• Work with PSM to insure FSR qualifications meet the requirements of the Service Territory
• Monitor job costs and escalate issues to PSM for work that does not appear to be valid or within approved cost guidelines
• Manage Work Orders from beginning to end of process including final order close out
• Be prepared and actively participate in weekly operational meetings with PSM and monthly reviews with OM leader to discuss: project issues status of backlog forecasting Work in Progress (WIP) FSR utilization

Benefits

• Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply towards your benefits) flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition (including service anniversary) programs, 12 holidays per year, 15 days of paid time off per year (pro-rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level