Industrial Automation - Customer First Support Specialist

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.

The Customer First Support Specialist serves as the single owner and backbone of CFA execution, ensuring customers receive reliable, high quality service while protecting the financial and operational health of the business.

Who will you report to?

Kim Chea - Field Service CFA Supervisor

What qualifications will make you successful for this role?

• 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.

Bring your passion for customer success to a team that's ready to welcome you — apply today!

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. Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker. For this U.S. based position, the expected pay range is USD 86,400 - USD 129,600 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

• Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: 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.

• Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

• Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

• Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

• Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.

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.