Software Operational Lead - South Africa

Schneider Electric

2mo ago

Applications are closed

Job
Full-time
Senior Level
Customer Relations
Software Engineering
Johannesburg

Requirements

Bachelor’s degree or Equivalent qualification in a relevant Engineering discipline (Software, Industrial Automation)
Knowledge of principles and processes for providing customer and personal services.
Knowledge of basic accounting or financial principles and methods.
Professional experience in customer service.
Proactive and extremely collaborative with other team members; knows how to leverage the knowledge of those around them to effectively manage the end-to-end process with the customer.
Excellent customer service skills.
Team player who is adept at planning, organizing and detail-oriented.
Strong written and verbal communication skills.
Ability to gather and analyse data.
Ability to learn and work efficiently within multiple computer-based systems, including Sales Force, SAP & the Microsoft Office Suite of products.

Responsibilities

We are looking for a Software Operational Lead to manage the end-to-end customer experience related to Software projects, ensuring on-time completion and the highest level of satisfaction.
This position will act as our customers’ primary point of contact and is responsible for initiating, planning, executing, controlling, and closing customer interactions throughout the project.
They are further responsible for confirming customer requirements, which typically include specifications, scopes of work, all related project documentation, and any special job site needs.
Elicit regular feedback from customers to maintain solid relationships.
Develop and maintain a fundamental knowledge and understanding of Schneider Electric products, processes and terminology to effectively communicate with customers regarding these aspects of our business.
Receive, manage, and review all order and invoice handoffs from Software Sales.
Assign work priorities ensure proper labour and resources are scheduled for each job.
Serve as the primary contact and liaison between service staff and internal and external customers and sub-contractors.
Communicate schedule conflicts, delays, or changes with customers and appropriate service and sales staff.
Scheduling of the MES Engineer in an assigned territory, identifying and assign the Lead Engineer as needed.
Scheduling Outside Labor.
Monitor job costs and escalate issues to PSM for work that does not appear to be valid or within approved cost guidelines.
Manage work orders from the beginning to the end of the process, including the closeout of the final order.
Be prepared and actively participate in weekly operational meetings to discuss:
Project/SLA issues.
Work in Progress (WIP).
Review all order and invoice handoffs from Software Sales.
MES Engineer's utilization.

FAQs

What is the main responsibility of the Software Operational Lead?

The main responsibility of the Software Operational Lead is to manage the end-to-end customer experience related to Software projects, ensuring on-time completion and the highest level of satisfaction.

What qualifications are required for this position?

A Bachelor’s degree or equivalent qualification in a relevant Engineering discipline (Software, Industrial Automation) is required.

What skills are essential for a Software Operational Lead?

Essential skills include excellent customer service skills, strong written and verbal communication abilities, proactive collaboration, and the ability to gather and analyze data.

Where is this position located?

The primary location for this position is in Gauteng, South Africa.

What tools and systems should candidates be familiar with?

Candidates should be familiar with multiple computer-based systems, including Sales Force, SAP, and the Microsoft Office Suite of products.

Is there an emphasis on team collaboration in this role?

Yes, the role emphasizes being proactive and extremely collaborative with other team members to effectively manage the end-to-end process with customers.

What type of meetings will the Software Operational Lead participate in?

The Software Operational Lead will actively participate in weekly operational meetings to discuss project/SLA issues, work in progress (WIP), order and invoice handoffs, and the MES Engineer's utilization.

What opportunities for professional development does Schneider Electric offer?

Schneider Electric is committed to empowering team members to reach their full potential and fostering a sense of ownership in their work, which supports professional development.

Is Schneider Electric committed to diversity and inclusion?

Yes, Schneider Electric values inclusion as a fundamental value, ensuring that every voice is heard and valued, and welcomes people from all walks of life.

What is the unposting date for this job opportunity?

The unposting date for this job opportunity is November 8, 2024, at 9:59 AM.

Schneider Electric

Leading the Digital Transformation of Energy Management and Automation.

Manufacturing & Electronics

Industry

10,001+

Employees

1836

Founded Year

Mission & Purpose

Schneider Electric's purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On. Our mission is to be your digital partner for Sustainability and Efficiency. We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries. We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values. Recognized as the world’s most sustainable company in 2021 by Corporate Knights Global 100 Index.