Order Manager

About the role

The Services Order Manager (OM) manages the end-to-end customer experience for service projects to ensure on-time completion and the highest level of satisfaction. This position acts as the primary point of contact for customers, responsible for initiating, planning, executing, controlling, and closing customer interactions throughout the project. The SOM confirms customer requirements—including drawings, specifications, scopes of work, project documentation, and special job site needs—and handles all customer-facing communication while maintaining detailed tasks and notes in the Work Order.

Responsibilities

• Proactively identify opportunities to improve processes and escalate issues with a positive, solution-oriented approach.
• Elicit regular feedback from customers to maintain solid relationships.
• Develop and maintain knowledge of Schneider Electric products, processes, and terminology to communicate effectively with customers.
• Assign work priorities, ensure job materials are ordered, tracked, and received.
• Schedule proper labor and resources for each job.
• Serve as the primary liaison between service staff, internal and external customers, and sub-contractors.
• Communicate schedule conflicts, delays, or changes with customers and relevant service and sales staff.
• Schedule Field Service Representatives (FSRs) in an assigned territory and assign Lead FSRs as needed.
• Coordinate internal and external outside labor, proactively working with third-party companies and other service territories to secure necessary manpower and resources.
• Work with the Project Service Manager (PSM) to ensure FSR qualifications meet service territory requirements.
• Monitor job costs and escalate issues to the PSM for work that appears invalid or outside approved cost guidelines.
• Manage Work Orders from initiation to close-out, including final order completion.
• Actively participate in weekly operational meetings with the PSM and monthly reviews with the OM leader to discuss project issues, backlog status, forecasting, Work in Progress (WIP), and FSR utilization.

Requirements

• Bachelor’s degree in a related field or applicable experience.
• Knowledge of principles and processes for providing customer and personal services.
• Understanding of basic accounting or financial principles and methods.
• Ability to review and understand electrical drawings and specifications (desired).
• 5 years of Electrical Power Distribution knowledge and experience (desired).
• Project management experience (desired).
• Professional experience in customer service.
• Solution-oriented mindset with a focus on resolving issues and improving processes.
• Proactive ownership and a positive approach to team and business improvement.
• Some technical knowledge preferred.
• Ability to leverage knowledge from colleagues to manage the end-to-end customer process effectively.

Skills

• Excellent customer service skills.
• Strong team player with adept planning, organizing, and detail-oriented abilities.
• Strong written and verbal communication skills.
• Ability to gather and analyze data.
• Proficiency in learning and working efficiently within multiple computer-based systems, including Salesforce, SAP, and Microsoft Office Suite.

Pay

For this U.S.-based position, the expected pay range is USD 86,400 - USD 129,600 per year. This range includes base pay and short-term incentives. Individual pay is determined by factors such as performance, knowledge, job-related skills, experience, and relevant education or training.

Benefits

• Medical, dental, vision, and basic life insurance with member reward points.
• Benefit Bucks and flexible work arrangements.
• Paid family leave and well-being programs.
• 12 holidays per year and 15 days of paid time off annually.
• Competitive base salary and incentives.
• Company share ownership and 401(k) with match.
• Performance discussions and global career opportunities via the Schneider Career Hub and learning platforms like Coursera.
• Inclusive workplace with collaboration, recognition, and employee voice initiatives.
• Volunteer leave and support for community engagement through the Schneider Electric Foundation and youth education initiatives.
• Military leave benefits.