Technical Services Manager - Medium Voltage

Due to growth, we are looking for a Technical Services Manager to establish, lead, and manage the technical support team for our PDSS products and services. This is a pivotal role responsible for training internal and external field service resources whilst managing technical escalations, field service support, and integrated site testing.

• Generate and sign off on all SWMS, Services Scope of Works (installation, maintenance, upgrade, retrofit).
• Generate KPI’s related to technical support performance metrics, areas for improvement and allocation of resources.
• Drive Transition Management, roles and task assignment, implementation of daily/weekly/monthly team reporting activities, operational excellence, and continuous improvements initiatives.
• Establish and execute training plan for authorised service partners and internal field service engineers.
• Establish and deliver customer training on demand.
• Analyze VOC, contribute to secure customer satisfaction, reduce customer effort, and achieve cycle time/cost improvements through team-based problem solving.
• Establish and manage team members by coaching and training activities, regular quarterly discussions, determination of further training measures, etc.).
• Drive process improvements for tools deployment (ticketing systems, Case management and CRM) and contribute to increase customer satisfaction.
• Manage escalations to resolve technical issues which might involve advanced level and above technical support engineers, such as L3, R&D and Product Managers. Drive customer loyalty through quality of service, improved value and through a high-performance culture.
• Support implementation of CRM, ticketing tools and Case management to improve the productivity and standardize operations across all customer experience department.
• Interface with local sales colleagues, field service engineers, end customers, electrical installers, system integrators, wholesalers, and distributors and/or sales or service representative when necessary to handle a variety of pre-sales or post-sales technical support functions.
• Monitor, evaluate and drive to resolution all warranty cases, build regular report that is used for factory warranty management.

• Minimum 10 years of experience in technical services support within power distribution (medium or low voltage) working on commissioning, site testing, integrated testing including kiosks, E-Houses, MV and LV equipment, and service partner supervision.
• Electrical contractor license
• Excellent written and verbal communication skills with the ability to deliver technical evaluation reports.
• Strong technical knowledge of Medium Voltage Products - Primary and Secondary switchgear, Transformers, and Switchgear

• Volunteer days
• Inclusive and supportive working environment
• On-site parking
• Competitive salary, car allowance and bonus
• Outstanding training and development programs for both professional and personal development