Mission
The Service Delivery Expert (SDE) supports the Service Operations Manager (SOM) and works in collaboration with Smartspace engineers, project teams, and business support functions to deliver safe, high‑quality customer service and strong operational performance aligned to business targets. The role combines technical leadership, service excellence, and team development, ensuring consistent delivery of high‑quality Smartspace solutions and continuous improvement in customer satisfaction.
Key Responsibilities
- Assist SOM with developing productive and rewarding relationships with key customers to grow the business and demonstrate the value of Schneider Electric and our digital service offerings and platforms. Chair operational/technical level BA customer meetings where relevant with CSH team support. Cover visit customer meetings when SOM is unavailable.
- Support SOM with team recruitment actions, interviewing and onboarding. Delegate tasks such as FQ review and approvals when SOM is not in work.
- Embed safety as the top priority by leading the team’s adherence to HSE policies and processes, ensuring engineers complete POWRAs and RAMS, order and use PPE, maintain calibrated equipment, report near misses, and support regular team meetings and HSE attendance.
- Take ownership of the team’s skills matrix and provide guidance for future training requirements. Keep the service team updated with technical software, product updates, best practice and sustainability solutions.
- Design system architecture and integration; conduct fault finding and diagnostics. Use software tools such as ETS, lighting control platforms, gateways, and support the transition and improvement of legacy or poorly performing systems. Define and promote Smartspace best practices and standardisation.
- Review service quality and satisfaction across customer sites, initiating improvements to drive increased team performance and consistently improve CSAT.
- Work with the team scheduler to ensure correct utilisation of the service team to meet operational commitments, including service, reactive call‑outs/repairs and field quotes, and support mandatory annual training and technical development.
- Embrace and model Schneider Electric’s processes and policies, delivering service to the highest ethical standards aligned to the Trust Charter.
- Serve as the first‑line escalation for technical issues encountered by the Service Team Engineers.
- Collaborate with the Projects Team for monthly engagement and awareness of current and future projects, ensuring handovers meet high standards and documentation/O&Ms are signed off according to QMS and governance.
- Partner with Sales and EUP Teams to influence and support sales activity within Digital Energy’s business and promote products and opportunities to drive cross‑business sales.
- The SDE is not a lead engineer at a customer site; the role supports and attends service as the #2 engineer on T1 customer sites where the customer actively invests in Schneider technology.
Benefits
Competitive salary & Bonus Scheme, 28 days annual leave plus public holidays, holiday buy & sell programme, pension scheme, employee share ownership programme, health & wellbeing support options, gym flex, open talent market (internal mobility, mentors & projects globally), shopping & dining discounts, learning portal and more.
Equal Opportunity Employer
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, colour, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
At Schneider Electric, we uphold the highest standards of ethics and compliance. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all stakeholders.
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