[Remote] Industrial Automation - Customer First Support Specialist

Note: The job is a remote job and is open to candidates in USA. Schneider Electric is hiring a Customer First Support Specialist for its Process Automation Field Services organization. The role owns the financial and operational execution of Customer FIRST Agreements, managing their lifecycle, usage reporting, deliverables, renewals, and cross-functional coordination.

Responsibilities

• Maintain full financial ownership of CFA projects, ensuring alignment to forecasts and early identification of risks, variances, or trends
• Ensure 100% accuracy of all CFA usage reporting (annual, quarterly, and ad hoc) with zero discrepancies
• Reconcile usage data through proactive collaboration with Field Service and Finance
• Monitor and manage Flex Fund balances (Service, Material, Training), ensuring accounts remain positive and aligned across records
• Prepare and communicate usage and Flex Fund updates to stakeholders
• Maintain strict adherence to financial controls, governance, and Schneider Electric standards
• Manage the end‑to‑end CFA project lifecycle: planning, release, execution, financial tracking, and timely closure
• Monitor all CFA deliverables, ensuring required documentation is complete and properly uploaded to GCS
• Track customer deliverables across Preventive Maintenance, Lifecycle Reports, Roadmap Reports, Cybersecurity, Flex Fund usage, and performance‑based milestones
• Maintain accurate statuses, comments, and color‑coding in the CFA Delivery List
• Deliver monthly FSE Dashboards to Field Service Engineers
• Ensure consistent use of standard Field Service tools, templates, and processes
• Monitor all CFA‑related orders, including entitlements, Flex Funds, third‑party services, and addendums
• Partner with Order Entry to resolve missing or incorrect PM Plan notifications
• Support CFA addendums, fund transfers, and scope changes based on FSM approval
• Document and communicate any contract changes impacting scope, delivery, or financials
• Meet monthly with Sales and Service Sales to review renewal status, risk, and timing
• Deliver an accurate Initial Proposal Tool at the 4th month mark prior to expiration
• Maintain a current CFA Renewal Summary List
• Support a smooth, disciplined handoff from renewal planning into CFA execution
• Complete the Scope Checklist using standardized templates after renewals are booked and released
• Act as a single point of coordination across Field Service, Sales, Service Sales, Finance, Proposals, Order Entry, Cybersecurity, and Operations
• Prepare for and participate in monthly CFA reviews with stakeholders
• Update Cyber deliverable comments in the CFA Delivery List based on Cyber team input
• Serve as a consistent, transparent communicator, ensuring closed‑loop follow‑up on all CFA actions
• Reinforce and socialize CFA standards, tools, and processes across the Field Services organization

Skills

• 5 years of experience in service operations, financial coordination, project administration, or a related role
• Strong analytical, reconciliation, and problem‑solving skills with high attention to detail
• Excellent verbal and written communication skills across technical and non‑technical teams
• Ability to manage multiple priorities and deadlines in a fast‑paced environment
• Proficiency with, or willingness to learn, SAP, GCS ( Global Customer Support ), bFO (CRM), usage reporting tools, and digital service platforms
• Comfort adopting AI‑enabled tools and automation workflows
• Demonstrated professionalism with a strong Customer First mindset

Benefits

• Medical (with member reward points)
• Dental
• Vision
• Basic life insurance
• Benefit Bucks
• Flexible work arrangements
• Paid family leaves
• Well-being programs
• 12 holidays per year
• 15 days of paid time off per year
• Incentives
• Company share ownership
• 401(k) with match
• Performance discussions
• Global opportunities
• The Schneider Career Hub
• Learning platforms like Coursera
• Recognition
• An inclusive workplace
• Volunteer leave
• Programs with the Schneider Electric Foundation
• Youth education initiatives
• Military leave benefits

Company Overview

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