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Premium Support Manager

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.7 billion in FY 2019, Landis+Gyr employs approximately 5,500 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at the Landis+Gyr website landisgyr.com



Position Summary:
The Premium Service Manager provides in-depth, on-site technical support for management of technical projects and issues associated with Landis+Gyr systems which are assigned by the Landis+Gyr program management team and/or the customer’s management team.  This role typically supports 1 (or more) very large customers (>1 Mn endpoints) who have deployed L+G AMI and / or MDMS and /or other components of the AMI system, such as DA, ALM, AGA, etc. The Premium Service Manager is responsible for driving resolution to technical issues and engaging and escalating to other departments, including L2, L3, Product Support, Engineering, Infrastructure, and other teams, when applicable. The incumbent is responsible for fully documenting the resolution in internal systems as applicable and for assisting the customer in understanding and implementing the proposed solution. The position requires strong customer service and communication skills, knowledge of utility business functions, and knowledge of the deployed L+G systems. Occasional travel to other locations may be required.


Key Responsibilities:
Database queries and detailed investigations to support case management. Hands-on device management, including network configuration, firmware updates, software update support including Command Center, Radio Shop, and Tech Studio updates, field and lab testing support, test script development and execution, AMI lab and test environment support. The Premium Service Engineer will respond to technical inquiries, provides in-depth support to the customer and project teams, and provides network monitoring and troubleshooting.
Provide day to day operational direction to other Premium Service resource assigned to the project.
Participate in weekly customer calls supporting the technical issues, includes preparation of presentational items.
Assist customer in support of future planning involving the L+G products and services.
Provide support for PM who is assigned to the account and keep up to date on technical issues and resolution.
Lead SGS service activities in support of their assigned customers as well as other L+G customers when required.
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
Provides functional and operational enhancement recommendations into the New Product Introduction (NPI) process based on client feedback
Directs & implements new firmware, Device Control Word (DCW), and software releases with customer programs
Proactively gather all data needed to provide to L3/Engineering before escalating issues
Mentor other Premium Service Engineers via training sessions and one on one sharing
Demonstrate Tier 2 knowledge in operational AMI activities and troubleshooting.  Review escalated cases and provide feedback to streamline cases going to L3.  
    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 and Experience:
Required Minimum Level of Education: Bachelors Degree
Required Minimum Years of Experience: 7+ to 10

Desired Education/Experience:  MSc or MBA preferred, Bachelor’s degree in engineering, computer information systems, or related field, plus a minimum of 2 years experience in technical support in the Utility industry or a closely related field. A combination of education, relevant experience, and previous performance will be taken into account in considering candidates for the position


Knowledge, Skills and Abilities:
Required Skill Set:
    Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
    3 year minimum Landis+Gyr AMI product working knowledge (Command Center, MDMS, or Integration), as Service Desk engineer, TIE, Integration Analyst, or similar. 
    High degree of analytical skills; able to complete methodical root cause analysis
    Self-motivated, proactive, able to work under stressful conditions
    Ability to work independently or with a team
    Ability to lead projects
    Ability to multitask and prioritize
    Excellent communication, documentation, and customer service skills
Preferred Skill Set:
    Advanced Landis+Gyr AMI product knowledge with 3+ years experience 
    Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
    5 years of experience working on or directly with in a Technical Service Desk setting
    Perl, .NET Framework knowledge


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


Saint-Hubert, Quebec, CA

Requisition ID:  3101
Date Posted:  May 28, 2021

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