Premium Service Manager

Job Description

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.

Key Responsibilities and Accountabilities

• 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 & services.
• Provide support for PM 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.
• Demonstrate Tier 2 knowledge in operational AMI activities and troubleshooting. Review escalated cases and provide feedback to streamline cases going to L3.

Company Values

• 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

• MSc or MBA preferred, Bachelor's degree in engineering, computer information systems, or related field.
• Minimum of 7-10 years of 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.

Qualifications

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.
• Excellent communication, documentation, and customer service skills.

Preferred Skill Set

• Advanced Landis+Gyr AMI product knowledge with 3+ years of 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.

Working Conditions

• Typical indoor office environment with the majority of time spent sitting and working on a computer using keyboard, mouse, and monitor. Occasional use of other devices such as: phone, copier/printer/fax, etc.
• Physical Requirements: Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodation is provided for individuals with disabilities to perform the essential functions.
• Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland. We are thrilled that you've considered Landis+Gyr to be a part of your professional journey. As a part of the L+G family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $85,490 - $121,393 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We're committed to shaping a better future for everyone. #EnergizeYourCareer and join us on our journey towards a greener tomorrow.