Customer Service Manager

About the Role

The manager will lead a multidisciplinary team, oversee cost‑effective technical services, drive growth of Service Customer First Agreements, manage contract renewals, analyse service orders in SAP and ensure high client satisfaction while maintaining compliance with quality, health, safety and environmental policies. • Lead and manage Service & Talus Support Engineers, Service Desk Engineers, and a Site Services Manager for industrial & process automation deliverables. • Manage technical services team cost-effectively (on‑call, overtime, issue resolution, learning & development) to maximize profitability and customer satisfaction. • Support growth of UK&I Service Customer First Agreements by identifying opportunities in the install base and reviewing the CFA lifecycle. • Manage stakeholders in service contract renewal to ensure quality proposals are issued on schedule with clear deliverables. • Analyse service orders and CFA costs using SAP, ensuring material costs and hours booked are correct. • Maintain and report high client satisfaction, engaging with clients on service deliverables, contract performance, and equipment obsolescence. • Manage Talus T4 RTU range service and projects, overseeing order execution, material/software management, logistics, and quality inspections. • Ensure service and site teams comply with technical, health & safety, and client‑specific training requirements. • Provide business reporting against KPIs to the Delivery Leader and develop cost‑saving strategies. • Ensure compliance with company quality procedures and support internal/external audits. • Ensure full compliance with statutory and Schneider Electric health, safety, and environmental policies. • Mentor and develop the technical support team, providing growth opportunities. • Travel for customer meetings in the UK and internationally, primarily virtual interactions. • Contribute to company initiatives and continuous improvement programs to maintain best‑in‑class delivery standards.

Key Responsibilities

• ▸team leadership
• ▸sap analysis
• ▸service delivery
• ▸contract renewal
• ▸client satisfaction
• ▸compliance

What You Bring

An exciting opportunity has arisen for a Customer Service Manager within the Process Automation business unit, based in the UK and operating in the Global Delivery Organisation. The role is accountable for service deliverables, contract lifecycle growth, quality and performance monitoring, combining strategic leadership, line management, client focus, commercial awareness, SAP expertise and contract lifecycle knowledge. The ideal candidate has 7 to 10+ years of experience in industrial automation/OT services with field execution (DCS/SCADA/PLC, telemetry, industrial networks), proven leadership of multi‑site service operations, strong commercial acumen with SAP core user experience, and a track record of managing escalations and continuous improvement. Knowledge of Schneider Electric products is an advantage.

Requirements

• ▸sap
• ▸dcs
• ▸scada
• ▸plc
• ▸industrial automation
• ▸leadership

Benefits

Schneider Electric offers a competitive salary and bonus scheme, 28 days annual leave plus public holidays, holiday buy and sell, pension, employee share ownership, health and wellbeing support, gym flex, internal mobility opportunities, learning portal and various discounts.

Work Environment

Hybrid