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Premium and Elite Case Coordinator

Schneider Electric

England-Cambridge, United Kingdom

Schneider-Electric is a global technology, software and consulting organization leading significant change in process manufacturing, plant optimization, business operations and enterprise performance. We do this by helping our customers to take advantage of manufacturing and business operations. Our solutions help to automate plants and facilities and allow a wide range of personnel to receive and respond to changes in conditions more quickly and effectively, and thereby keep their operations running efficiently and safely. Primary customer industries include Refining & Petrochemicals, Upstream Oil & Gas, Pharmaceuticals & Fine Chemicals, Food & Beverage, and Power & Utilities.

The Global Customer Support (GCS) team is within the Schneider Electric Software Business group and supports the Customer FIRST program, which offers a rich portfolio of essential software maintenance, award-winning technical support and services to help customers protect and extend the value of their investment and keep their operations running smoothly.

Job Role:

The Case Coordinator position is part of the Global Customer Support (GCS) organization, under the Customer FIRST Program. The overall job of the Case Coordinator is to ensure that on a day-to-day basis, Schneider Electric Premium and Elite +TAM customers are receiving quality, world-class technical support. This position is charged with customer care activities related to large multinational customers. The Case Coordinator role is focused primarily in the post-sales phase, works with the TAM Support team ensuring customer issues are being addressed to meet requirements outlined in Customer FIRST contract.

Principle Duties & Responsibilities:

· Work with cross functional teams (internal and external) to ensure timely resolution of the customer’s issues

o This will involve assigning tickets to correct assignee group or TAM team member, using our CRM system and updating cases within customer’s CRM system.

· Responsibility for coordinating the support Ticket Resolution Process and SLA compliance

o Successful candidate is responsible to learn and understand the details of each assignee group within a solution support contact and how they interact with each other.

o Understanding of case priorities and their potential impact to the customer

o Work to find bottlenecks within our processes and resolves them to improve ticket resolution times.

· Responsible for reviewing and updating Cases to ensure to meet KPI’s outlined in customer support contract

· Responsible for generating reports based on customer’s reported issues and providing related KPIs

· Responsible to coordinate periodic cadence meetings between Customer, TAM Support team and SES Support Leaders to review support services and status of open issues

· When required or requested, educate customer personnel on accessing support, support policies, as defined by support contract.

· Job deliverables primarily include reports, statistics and PowerPoints



· Excellent written and oral English communication skills are necessary; proficiency in other languages in addition to English is a plus.

· Presentation skills and ability to communicate with executives

· Expert listening skills and be able to probe with leading questions to gather relevant information

· Ability to deal with difficult personalities

· Strong social and organizational skills, and ability to develop network for cross-functional working.

· Experience with Microsoft Office 2010 or higher


· Degree in technical field such as Computer Science, Computer Engineering, Electrical/Electrical Engineering or Industrial Automation domain experience, knowledge, implementation or troubleshooting experience with Wonderware products as a Schneider Electric employee, Systems Integrator or as a customer who has used the product.

Special Notes

· Position requires a small amount of international and domestic travel

Salary and Benefits

This role enjoys an attractive salary depending on background and past experience.


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