Key Responsibilities:
- Lead and manage theAPACcustomer support team for GOS and GIS, ensuringhigh levelsof customer satisfaction and support efficiency.
- Directly manage the day-to-day activity ofthe regionalsoftware support engineers across the entire product breadth of Digital Grid.
- Ensure all support engineers have theappropriate trainingto support the DG customer base and develop into a more competent multi-techno team.
- Develop and implement customer support strategies, policies, and procedures to enhance service quality and operational effectiveness.
- Monitor and analyze support metrics and KPIs toidentifyareas for improvement and drive continuous improvement initiatives.
- Manage all customer escalations in theAPACregion, partnering with other RSCs, COEs, and management to resolve issues.
- Build andmaintainrelationships with customers and prepare business reviews as needed.
- Providetechnical guidance and support to the team, resolving complex customer issues and escalations.
- Conduct regular training sessions and performance evaluations to ensure team members are equipped with the necessary skills and knowledge.
- Expertlymaintainthe right staffing levels based on workload
- Maintain up-to-date knowledge of ADMS and GIS products, industry trends, and best practices.
- Foster a customer-centric culture within the team, promoting a proactive and solution-oriented approach to customer support.
- Lead and/orparticipatein both local and global projects as needed.
- Prepare and present regular reports on support activities, performance, and customer feedback to senior management.
- Own One Voice survey feedback for Customer Support inAPACand create action plans to address areas of concern.
- Domestic and international travelrequiredfor internal meetings and customer visits.
Qualifications:
- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
- Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a leadership position.
- Strong knowledge of ADMS and GIS technologies and applications.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage and motivate a team, driving high performance and engagement.
- Strong problem-solving and analytical skills, with the ability to handle complex technical issues.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to work effectively in a fast-paced, dynamic environment.
- Proficiencyin using customer support software and tools.
Preferred Qualifications:
- Experience in the utilitiesorenergy sector.
- Familiarity with ITIL or other service management frameworks.
- Advanced certifications in ADMS or GIS technologies.
