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Premium Support Manager

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. We’ve been an innovator in metering technology since 1896, shortly after the invention of electricity generation. 125 years later, we continue to lead the industry with solutions that help utilities solve complex challenges in Smart Metering, Grid Edge Intelligence, and Smart Infrastructure.

 

Our company is made up of over 5,000 people across 30 countries, driven by the common mission to help the world manage energy better.  With regional headquarters in Alpharetta, GA and locations across the U.S., we offer excellent benefits, career development opportunities, and a hybrid work environment where employees can work remotely up to two days per week.

 

More information is available at the Landis+Gyr website landisgyr.com

Landis+Gyr is looking for a Premium Support Manager that provides technical support for the Company’s Grid stream Advanced Metering Infrastructure (AMI) solution to the Company’s customers. This role resolves client technical issues with our products, evaluates client business processes, consults with clients on technical feasibility and integration of processes utilizing the AMI solution, implements appropriate system configurations, features and services for optimal system and network performance, and validates system quality to achieve client acceptance and satisfaction

 

Key Responsibilities

  • Works with customer requirements to propose technical solutions.
  • Acts as primary technical resource that collaborates with the client throughout the product lifecycle and partners with a customer to develop requirements and propose technical solutions.
  • Performs customer system integration planning and implementation.
  • Ensures network equipment meets customer technical specifications.
  • Ensures network and software configurations meet customer technical requirements.
  • Troubleshoots network and software performance problems and proposes remedy options.
  • Provides functional and operational enhancement recommendations into the New Product Introduction (NPI) process based on client feedback.
  • Directs & executes network rebalancing/optimization plans.
  • Directs & implements new firmware, Device Control Word (DCW), and software releases with customer programs.
  • Establishes and monitors system performance reporting, recognizing adverse trends and taking necessary preventative and corrective actions.
  • Works closely with the Field Engineers to resolve complex issues relation to wireless communications and integrated software applications.
  • Investigates system failures, registration failures and interactive read failures in system deployments.
  • Acts as liaison between corporate development resources to resolve technical issues.
  • Supports creation of Standard Operating Procedures (SOP) for technical elements of the system that are effective and repeatable Directs and executes system upgrades including the network with new software releases.
  • Provide training to Users and be prepared to provide additional training at the customer’s request.
  • Meet the Service Level’s (KPI’s) that are agreed upon in the Premium Support Agreement.
  • Primary customer contact for all technical issues in all Landis +Gyr environments.
  • Supports and adheres to Company’s core values.
  • Performs other duties or responsibilities as assigned or required.
  • Supports and adheres to Company’s Code of Conduct and Ethics Policy.
  • Represents Company in a positive, professional manner when working with both internal and external customers.

 

Education & Experience
Required Minimum Level of Education: Bachelor’s Degree
Required Minimum Years of Experience: 5+ to 7

 

Desired Education/Experience

  • Bachelor of Science degree required. (Advanced degree desired).
  • Experience in working with solutions involving both software and hardware
  • Experience in process definition and design to meet overall business objectives.
  • Experience with managing cross-functional highly technical project teams
  • Requires a minimum of 5 years of related experience.
  • Utility operations experience is a plus
  • Business Process consulting experience a plus

 

EOE AA M/F/Vet/Disability VEVRAA Federal Contractor

 

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  Premium Support Manager

Location: 

Alpharetta, GA, US

Requisition ID:  9642
Date Posted:  Nov 19, 2021


Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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