Technical Services Director

SummaryThe technical services director is a key member of the services leadership team. In this role, you will be responsible for the leadership and development of a team of professional services resources responsible for energy management (Transmission, Distribution ) projects implementations and/or upgrades. You will be expected to execute on strategic objectives, build executive level relationships with customers, and work cross functionally with the sales and services to drive the implementation process, maximizing efficiency and delivery execution for GridOS.

Job Description

Roles and Responsibilities

In this role, you will be responsible for APAC technical delivery for asset control business:

Lead APAC technical services team and oversee end-to-end delivery of software implementation projects for Perform products and GridOS applications

Build processes to improve and sustain Customer Satisfaction

Develop and implement new revenue opportunities to support business growth.

Own driving orders backlog, services revenue, and managing other variable costs.

Ensure consistent, predictable execution of repeatable processes, building and sustaining an installed based customer strategy in support of the sales and service channels.

Manage and minimize customer escalations.

Maintain strong relationships with cross functional leaders.

Deliver executive presentations to provide insight and understanding of customer issues and status to senior management and customers

Promote a safe working environment and ensuring compliance with applicable EHS and Regulatory policies and procedures.

Drive change initiatives as required improving efficiencies and executing on business commitments.

Provide proactive leadership of direct reports to include ongoing direction, coaching, and career development.

Optimize resources & manpower deployment to achieve OP & productivity targets for product specific business segment

Proactively identify customer needs and develop and implement customer specific solutions.

Leverage internal relationships to enhance business performance and customer experiences.

Act as main point of contact for assigned portfolio, ensuring customer’s ongoing satisfaction (including gathering client VOC and funneling to appropriate internal teams).

Provide executive level relationship and account management for assigned customer sites.

Assist customer in escalating critical service and support issues for installed/live products.

Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged.

Develop knowledge of customer business goals, processes, and success measures to act as internal resource of information about the customer (e.g., contact information, overall customer temperature, “hot” issues).

Required Qualifications

Bachelor’s degree and 5+ years of experience in software services, or equivalent

10+ years’ experience leading software services teams

10+ years customer relationship management experience.

Desired Characteristics

Strong oral and written communication skills.

Strong interpersonal and leadership skills.

Demonstrated ability to analyze and resolve problems.

Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs.

Established technical leadership and management skills.

Note:

To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information

Relocation Assistance Provided: No

#LI-Remote - This is a remote position

R5024944

Remote/Remotely/Tele/Telecommute/From home