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 1.4 billion in FY 2020, Landis+Gyr employees approximately 5,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better.
More information is available at Landis+Gyr website landisgyr.eu
For our EMEA Customer Service function, we are looking for a highly motivated Customer Service Manager , L2, to fulfil our local and regional customer service agreements, located preferrably in Prague, optionally in Ostrava, Czech Republic.
As Customer Service Manager, primarily for our system software (head-end systems for advanced metering solutions, namely Converge), you lead the L2 Service Specialist team in terms of case management, case triage, technical analysis and root cause analyses, as well as manage departmental budget and oversee the Customer service contracts.
In this key role, you will :
Provide organisational direction and leadership for L2 team (local and regional) including goal setting, salary reviews and recruitment
Coach and mentor team members to secure team competencies
Control assigned cost center / departmental finances
Follow up and report on KPI with responsibility for the Customer Service L2 in the EMEA region
Manage the team per L+G rules and policies, notably :
Implement and develop the defined L+G service process and tools for the team
Secure customer satisfaction for services delivered in the EMEA
Define SW / HW related services in collaboration with PM organization
Perform a variety of technical L2 Customer Service tasks
Secure technical L2 Customer Service task performance, notably :
Act as L2 technical support for customer Cases (case management, case triage and prioritization)
Work closely with L1 and L3 level organization in connection of Incident / Problem management, and service delivery
Act as a link between product management, production, R&D, L1 and projecting
This expert / leadership position requires :
Several years of working experience in service organization in complex international environment
Proven work experience in customer service role
Project management experience is an advantage
Experience in the energy sector is an advantage (esp. device technology knowledge / solution application know-how / IT know-how for network & connectivity / Software architecture or development, integration or testing)
Leadership experience in multicultural / distributed environment
Ability to adapt to different working styles as per required in multicultural environment
A technical degree / education, e.g. Technician, BSc or equivalent
Further commercial and / or technical education
ITIL foundation is an advantage
Strong communication and presentation skills in English (Czech or Slovak are of a big advantage)
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