Solution Architect - Field Services and Customer Support
Boston, MA

Job Description

Schneider Electric™ creates connected technologies that reshape industries, transform cities and enrich lives. Our 160,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment: https://youtu.be/NlLJMv1Y7Hk.

Great people make Schneider Electric a great company.

The Solution Architect - Field Services and Customer Support is a key member of the North America IT team, reporting to the Head of IT for Customer Support, Projects and Field Services. The Architect will have strong expertise and experience with Customer Call Center, Field Services, and Customer Project applications. S/he understands what it takes to build and support highly scalable and reliable solutions as part of a large and complex application landscape and likes to experiment with new technology. The Architect is responsible for the overall architectural integrity and vision of the areas s/he supports, mapping and aligning between business requirements and systems/technical solutions. The Architect works as a team member with other architects in the region and across the globe, as well as platform owners, infrastructure and security teams, and the capability owners to deliver the architecture for Customer Support, Project and Field Services capabilities.

What do you get to do in this position?

Be the go-to person for solutions and architecture for the following capabilities: Field Services including Quotes, Orders, Contracts, Customer Support including CTI, CKM, Case Management and Issue to Prevention, Install Base Management, Service Bureau, Customer Project Execution, Managed Services, Services Manufacturing/Modernization, and Customer Portal.

* Work closely with Product Owners and capability experts to align to stakeholders' expectations and standards.


* Design and implement innovative solutions with a focus on adhering to enterprise architecture standards, best practices and code quality techniques.


* Work closely with Salesforce teams (Developers, Solution Experts, Platform Owners, platform Architect, Infrastructure, PMO, etc.) to define and implement elegant, scalable and sustainable solutions for customer support capability.


* Validate, refine, and expand the architecture from existing to target platforms


* Stay current on Salesforce releases, new features, product roadmaps and applications available from 3rd parties on the Salesforce platform and stay current on emerging technologies.


* Partner with other architects, vendors, partners, business and technical teams to understand business needs and translate them into target architecture roadmaps.


* Own application certification for new applications to ensure adherence to cyber security standards.


* Participate actively in regional and global architecture communities


* Contribute to the external innovation communities, conduct industry and market research and maintain a working knowledge of emerging technologies and themes.


* Coach from an agile principle perspective, and promote use of agile tools and development and deployment methodologies



Knowledge and Skills

The right candidate for the Field Services IT Business Relationship Manager role will possess or have experience with and a strong understanding of:

* Field Services business environment
* Must be people-oriented and have a passion for being a strong leader
* A combination of strong technology skills and business acumen
* Management of applications vendors and procurement lifecycle
* Ability to quickly form relationships and balance a wide variety of priorities
* Have a good handle on the company's day-to-day business and the important IT tasks that need to be executed to facilitate those operations.
* Ability to resolve issues, and take ownership and responsibility for the process

Requirements

* Experience with Salesforce required
* A technology-related BS or MS, possibly an MBA
* 10 years of IT Project Management, Operations, and Support experience, preferably in a large global organization
* ServiceMax, SFDC, FieldCentrix, SAP, and Oracle ERP experience preferred
* Self-Driven, proactive and anticipatory in thinking
* 10 years of experience working in Information Technology, preferable in a large global organization
* Fluent in English
* Available for travel 25 %

Schneider Electric is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled.