A career in Services: Beyond support, building lasting relationships

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I am a Global Business Engineer with a Bachelor of Engineering from The Technical University of Denmark, DTU. My very first job was as a Marketing Manager in a Norwegian company where I worked on upgrading biogas plants for use as fuel. After three years in that position, I became a mother and made the decision to take a break from the corporate world, choosing instead to become self-employed by starting a private labeling company. However, as my children grew, I felt a strong urge to resume my technical career in Services.

As I began searching for opportunities, a friend of mine who works at Schneider mentioned that my educational background and experience would be a great fit for Schneider Electric’s Services division. Coincidentally, Schneider had recently been nominated as the Most Sustainable Company in the world. Being someone with a degree in Sustainable Infrastructure, I was immediately drawn to the company’s values. With this in mind, I decided to apply, and here I am today!

A Year of Progress

I work as an Inside Service Sales Representative (ISSR), with a primary focus on customers in the marine sector. When I started in this role a year ago, my main responsibility was handling spare part orders. However, I quickly took on additional responsibilities, including managing service and modernization orders. For instance, if a customer requires breaker repairs or wants to upgrade to the latest models, I am the one who attends to their needs.

Over the course of just one year at Services, I have witnessed significant personal and professional growth due to the increasing responsibilities entrusted to me. Both technically and in terms of my career, I have experienced remarkable progress.

Delivering Urgent Solutions: The Essence of After-Sales Service

Working in Services at Schneider is an exhilarating experience, characterized by its dynamic and fast-paced nature as we navigate critical scenarios. From attending to urgent matters for large ships with tight vessel schedules parallelly addressing the needs of other customers, our office is constantly bustling with calls, meetings, and emails.

In Services, we have a unique position at the very end of the product buying process, focusing on after-sales support. Therefore, when customers reach out to us, it is often because they are facing challenging technical difficulties that require immediate attention. Their anxiety and frustration are palpable, and they rely on us for urgent assistance.

The issues we tackle in Services are unexpected, spontaneous, and demand quick and efficient resolutions. We are not fielding inquiries about products and solutions; rather, we are attending to situations where customers call and say, “It’s burning! Come fix it now!”

Calm under pressure

Ultimately, our goal is to ensure safety, secure power plants, and protect our customers’ investments. Thus, in Services, we must not only possess technical expertise but also remain calm and collected under high pressure, thinking on our feet to deliver the right solution in a timely manner.

Recently, a fire broke out in one of our customers’ large shipping vessels, causing disruption to electrical distribution, cooling systems, and UPS. The operational losses faced by the customer due to this accident were unimaginable. However, the fact that our Services team was able to respond within just a few hours to assist the customer was highly commendable.

Putting customers first, regardless of the stressfulness of the situation, has earned us tremendous trust at Services. The teamwork between our Service Representatives and Sales teams is vital. FSRs act as our greatest advisors, serving as the face of Schneider Electric for our customers. Our clients understand that they can rely on us, which fosters strong relationships between Services and our customers.

Teamwork and Knowledge Exchange: The Cornerstone of Services

Although we at Services deal with critical customer issues, the work environment we operate in is exceptionally cordial. The atmosphere at Services is characterized by a friendly and supportive ambiance. Everyone is incredibly generous with their wealth of technical knowledge, always ready to lend a helping hand.

Whether it’s seeking advice, troubleshooting a complex issue, or brainstorming ideas, we can always rely on the support of our colleagues. Their willingness to assist and their genuine camaraderie contribute to a positive work environment that motivates us to perform at our best.

Furthermore, the spirit of teamwork extends beyond individual roles. We recognize that we are part of a larger ecosystem, and the synergy between different departments, such as Sales, Business Support and Field Service Representatives (FSRs), is crucial to our success. Together, we create a network of expertise that enables us to deliver comprehensive and reliable services to our valued customers.

Essential Skills for Success in Services

By embodying the following skills, one can thrive in the demanding environment of Services, ensuring customer satisfaction and contributing to the success of Schneider Electric.

  • Technical Acumen: A comprehensive understanding of our products is crucial. It allows us to inform and educate customers about the specifications and functions of our offerings, positioning them as the best available in the market. By showcasing our expertise, we instill confidence in customers and help them make informed decisions.
  • Customer-First Mindset: Adopting an attitude of prioritizing the customer’s needs is paramount. Regardless of how challenging the issue may be, empathy is key. By putting ourselves in the customer’s shoes, we can better comprehend their sense of urgency and pain points. This understanding allows us to provide appropriate and timely support, addressing their concerns effectively.
  • Relational Perspective: Every interaction in Services should be viewed from a relational standpoint. We strive to build mutually beneficial partnerships, seeking ways to help and benefit each other. This approach forms the foundation for the longstanding relationships we have cultivated with many of Schneider’s customers over the years.
  • Move-On Afresh Attitude: In the course of our work, we may encounter situations where customers express dissatisfaction. It is crucial to maintain mental strength and not internalize negative feedback. Recognize that the customer’s reaction is primarily a response to the technical challenges they are facing, rather than a personal reflection. Adopting a move-on mindset allows us to approach the next customer with a fresh outlook and deliver excellent service consistently.

Gardening, Brewing Happiness & Savoring the Art of Sourdough

Outside of my work in Services, I find immense joy in pursuing my passions. Gardening holds a special place in my heart, as the sight of vibrant flowers, juicy berries, and homegrown vegetables brings me tremendous happiness.

In addition to gardening, I consider myself an amateur sourdough baker. There is something truly magical about the process of transforming simple ingredients into a fragrant and delicious loaf of bread. The art and science of sourdough baking fascinate me! I take great delight in experimenting with different flavors and techniques.

Furthermore, I have ventured into the world of coffee as an amateur barista. I find joy in crafting a well-balanced and flavorful cup that delights the senses.

Balancing the demands of the job with personal passions has enriched my life and taught me the importance of finding joy in both professional and personal pursuits. With a customer-centric mindset and a heart full of passion, I eagerly look forward to the exciting challenges and fulfilling experiences that lie ahead in my journey with Services.

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About the author

Author Profile

Dilek Dönmez, Global Business Engineer

Dilek is Global Business Engineer with a Bachelor of Engineering from The Technical University of Denmark, DTU. After Dilek became a mother she made the decision to take a break from the corporate world, choosing instead to become self-employed by starting a private labeling company. However, as her children grew, she resumed her technical career.

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