Territory Manager - Service Operations

The Territory Manager, Service Operations (TMSO) is a fundamental contributor to the U.S. Service Operations (USSO) service delivery concept. The TMSO serves as the local face and voice of Schneider Electric (SE) to our customers and our Field Service Representatives (FSRs) and reports to the Regional Director, Service Operations. The goal of USSO is to construct a Service organization that reflects the specific local needs of our customers and market, while retaining a consistent global level of service delivery. This requires a strong and independent local Service management presence. The primary role of the TMSO is coordinating the relationships among our customers and field employees while following our corporate initiatives and policies.

Core responsibilities:

Safety

• Lead with Safety, ensuring compliance with Global Human Rights and Travel policies.
• Conduct FSR site safety audits and incident reviews to uphold safety standards.
• Conduct regular SIM meetings to hold the team accountable for safety goals and behaviors, implementing a progressive discipline policy as needed. People Leadership
• Directly manage Field Service Representatives (FSRs) and oversee field operations to ensure effective service delivery within assigned geographic areas or customer segments.
• Maintain an active presence in the field, collaborating with FSRs, customers, vendors, and sales personnel to meet operational expectations.
• Develop and nurture business relationships with Schneider Electric customers through regular communication and site visits in the defined service territory.
• Coordinate FSR training and qualification plans, ensuring adherence to Schneider Electric policies and field service reporting requirements in collaboration with the Regional Director and Corporate Training.
• Mentor FSRs to support their personal career goals and oversee the FSR Sales Lead process to ensure optimal participation.
• Monitor headcount through dynamic sourcing, workload forecasting, and attrition planning while supporting efforts to increase employee engagement.
• Responsible for administrative tasks to ensure timecards are reviewed/approved, manage PTO requests, support team's reconciling of company expenses. Operational Management
• Serve as the liaison with Service Support Teams, including Scheduling, Order Management, Logistics, Technical Support, Engineering, and Sales to enhance service coordination.
• Drive KPIs to maximize service goals, using insights to identify weaknesses and implement improvements in service delivery.
• Manage financial targets and oversee the Territory P&L in partnership with stakeholders, ensuring compliance with all required training, including SE Essentials and CyberSecurity.
• Champion positive customer satisfaction and support issue prevention through root cause analysis, aligning with quality fundamentals.
• Ensure full adoption and utilization of di.

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