Schneider Electric is hiring Regional Customer Support Manager MENA

Job Profile

The Regional Customer Support Manager is responsible for the management of a geographically dispersed team of dedicated Technical Support Engineers and for the delivery of technical services for a set of assigned Schneider Electric Software products.  These technical services include post-sales product technical support, on-site support (occasional), product implementation consulting, resident engineer and proactive system health monitoring.

The position involves hiring, conducting performance reviews, communicating goals to employees, planning, employee development, mentoring, team-building, Key Performance Indicator (KPI)  monitoring/collection, escalation management, and other common line management duties.

The Manager is responsible for ensuring work is performed to GCS defined standards and according to established processes, methodologies, and utilizing GCS tools.

The ability to communicate with people at all levels is almost always named as the second most important skill for this role. Position would include both internal and external contact.  Must be able to work with remote teams including 3rd party partners and Schneider Electric Software employees and customers on-site and off-site. Technical leadership calls for clear communication about goals, responsibility, performance, expectations and feedback.

The overall job of the Regional Customer Support Manager is to ensure that on a day-to-day basis, Schneider Electric customers are receiving quality, world-class technical support and work in coordination with sales and delivery for delivery customer support and managed services proposal.

Detailed Responsibilities

• Execution of work assignments and assigned elements of the delivery of Customer FIRST
• Execution of training plans / ramp-up and skills development of employees
• All aspects of personnel management – hiring, discipline, coaching, record-keeping, training, career development, goal-setting, performance reviews, scheduling, Career development, attendance tracking, and similar
• Personnel management includes managing remote employees in different countries within same region
• Resource planning
• Liaison with the Schneider Electric Research and Development (R&D) organization to facilitate resolution of technical issues
• Coordination of work with other Technical Support managers within GCS
• Hot issue and escalation management
• Ensure that technical knowledge transfer documentation and call tracking system entries are regularly prepared, accurate, and according to established standards
• Ensuring adherence to Schneider Electric and GCS policies
• Provide support for delivery of compliant, professionally produce Customer Support proposal within customer defined timeframes
• Coordinate and review / edit proposal input from a variety of stakeholders (Sales, Delivery, GCS Operation Excellence, Customer First Team)
• May include management of a small lab or lab equipment
• Provide input for Business Plan
• Employee / Customers / Distributor(s)/ Ecosystem communications
• Customer and internal event planning

Schneider Electric Software Distributor(s) support in term of :

• Provide L2 Technical Support,
• Input for continuous improvement
• Support readiness
• Participation at Customers / SI(s) event
• Special projects & project management as assigned
• Qualifications 

Skills/Qualifications

• Degree in engineering (preference Chemical, O&G)  or computer science
• Minimum of 5 years prior personnel management experience
• Project management experience
• A commitment to customer service
• Oil & Gas proven domain experience in at least in one these field: Upstream, Midstream, Downstream
• Proven English written and verbal communication skills
• Strong interpersonal skills
• Excellent understanding of the products and technologies supported by the group i.e. Wonderware/Sim sci and the likes
• Consistent track record of delivery on commitments
• Demonstrated ability to correctly handle multiple issues at one time
• Demonstrated ability to manage situations independently
• Role model for others in department
• Demonstrated ability to manage difficult people and customer situations to a positive outcome
• Proven experience in working within Arabic Countries and in multi-cultural environments.

 Preferred Qualifications

• Experience with factory automation / controls industry, particularly Schneider Electric products or similar products from competing companies
• Previous experience O&G : Process Design, Process Simulation and Optimization
• Prior Technical Support Manager / Project & Consulting  management experience is a plus
• Previous professional experience in the computer software domain

Other

• Position requires a significant amount of travel within Gulf Countries Council travel  and some international trips in Europe and USA.
• This position required to work in partnership with MENA Sales and Delivery leadership.

Click on this link to apply.