Customer Service: Technical - Data Analytics And Reporting

Profile
Dynamic leader with strong knowledge of CCC processes in Schneider
Preferred 3+ years experience in CCC (L2/L3) in SW / System offers
Overall 5+ years experience in SW tools connected to Electrical applications / similar domain
Strong knowledge in configuring, designing & FAT of LV Electrical systems across segments
Good understanding of digital platforms, SaaS solutions & connected systems
Strong skills in data analytics, reporting, and visualization (Tableau / Power BI)
Ability to derive actionable insights from customer support and system data
Knowledge of AI/ML concepts and digital automation tools (preferred)
Strong knowledge of IT networks, cloud systems & platform architecture
Ability to work with multicultural teams & different time zones
Able to influence and drive process transformation & digital adoption
Strong focus on innovation, data-driven decision making & AI-led support evolution
Roles & Key Objective
Accelerate efficiency & effectiveness in troubleshooting through data-driven insights, analytics, and AI-enabled support transformation
Handle complex customer incidents in BFO (Salesforce CRM) and ensure end-to-end resolution
Collaborate with R&D, Quality, Marketing & platform teams
Data Analytics, Reporting & Insights

• Develop and maintain dashboards and reports (Tableau / Power BI) for:
• Case performance (MTTR, backlog, SLA)
• Customer satisfaction & experience metrics
• Product/system performance trends
• Perform data analysis & root cause identification for recurring issues
• Provide actionable insights to improve support efficiency & product quality
• Automate reporting and improve visibility across stakeholders
• Integrate predictive analytics and trend-based insights into support processes
  

Help Build AI & Agentic Support Transformation

• Drive adoption of AI and agentic frameworks in technical customer support
  
• Identify and deploy AI use cases such as:
• Intelligent case triaging & prioritization
• AI copilots for troubleshooting & knowledge retrieval
• Predictive failure detection using system data
• Enable agent-assisted and autonomous troubleshooting workflows
• Leverage Generative AI for knowledge base creation, case summarization & recommendations
• Collaborate with digital/platform teams to implement AI-powered support solutions
• Promote transition from reactive → predictive → autonomous (agentic) support model
  

Process, Tools & Continuous Improvement

• Define, measure, learn & adapt processes using KPIs and data-driven metrics
• Improve troubleshooting efficiency through analytics & automation
• Identify and drive initiatives for improving tools, skills & support capabilities
• Work with platform teams to improve diagnostics & observability
  

Capability Development & Knowledge Management

• Develop data-driven learning paths for CCC (L1/L2/L3)
• Enable community learning using insights from real cases & data trends
• Enhance technical knowledge base using FAQ, analytics & AI-driven content generation
  

Customer Experience Excellence

• Ensure timely resolution and proactive communication with customers
• Use analytics to identify high-priority / critical cases
• Provide regular updates and improve transparency using data-backed insights

  Looking to get Placed? Try our Placement Guarantee Plan

  Get Hired
• Focus on improving overall customer satisfaction and responsiveness
  

Qualifications

• Engineering Degree (Electrical / Electronics / Instrumentation)
• 5+ years experience in connected products / systems / technical support
• Experience in data analytics, reporting & dashboard development (Tableau / Power BI preferred)
• Knowledge of Salesforce reporting, KPI tracking & service analytics (preferred)
• Exposure to AI/ML, Generative AI, or automation frameworks (preferred)
• Strong analytical and problem-solving skills
• Ability to translate technical & data insights into business solutions
• Strong communication skills (verbal & written) with ability to explain data insights
• Customer-focused mindset with emphasis on fast response and resolution
• Ability to work under pressure, across time zones & global teams
• Fluent in English
  

Looking to make an IMPACT with your career
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric – apply today!
€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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. We mirror the diversity of the communities in which we operate, and inclusion is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. 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 our stakeholders. You can find out more about our Trust Charter here
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.