[Hiring] Customer First Support Specialist @Schneider Electric

Role Description

The Customer First Support Specialist is the single point of accountability for the financial, service operational, and administrative execution of Customer FIRST Agreements (CFAs) within the Process Automation Field Services organization. This role owns the end‑to‑end CFA lifecycle, ensuring financial accuracy, accurate usage reporting, reliable delivery of contractual obligations, renewal readiness, and strong cross‑functional alignment.

The CFSS works closely with Field Service, Sales, Service Sales, Finance, Order Entry, Proposals, Cybersecurity, and Leadership to deliver high‑quality customer outcomes while maintaining strong financial controls and process discipline. This is a high‑impact, highly trusted role requiring sharp attention to detail, strong analytical capability, proactive communication, and the ability to identify and mitigate financial or operational risk early.

What will you do?

• Financial Management & Usage Accuracy
  • 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.
• CFA Lifecycle & Service Operational Execution
  • 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.
• Orders, Addendums & Agreement Changes
  • 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.
• Renewal Readiness & Agreement Transition
  • 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.
• Cross‑Functional Collaboration & Communication
  • 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.

Qualifications

• 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, and basic life insurance.
• Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs.
• 12 holidays per year, and 15 days of paid time off per year.
• Competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
• Support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.
• Encouragement of collaboration, recognition, sharing your voice, and an inclusive workplace.
• Volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

Company Description

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.