Assistant Manager-Customer Support

S&C Electric Company•Chicago, IL

7d•Hybrid

About The Position

As an S&C Electric team member, you’ll work on projects that have real-world impact. You’ll help transform the grid for resilient and reliable power worldwide. S&C has more than a 100-year history of innovation and has been 100% employee-owned since 2012. We continue this legacy as a trusted, forward-thinking leader in the electrical industry. You will advance a safer, more reliable, and more resilient electrical grid. Our products help the grid adapt to severe weather and transition to clean energy. We’re big enough to be a respected industry leader but small enough for you to impact our company directly. Our commitment gives you opportunities to impact on and off the job positively. Join S&C to make an impact on tomorrow’s energy challenges and become an employee-owner! The global Power System Solutions (PSS) organization is an integral part of S&C Electric Company, dedicated to providing comprehensive service and support for S&C customers. The organization offers services and solutions that support S&C equipment, including field service, engineering, analytical services, and customer support. These specialized divisions work collaboratively to ensure the delivery of high-quality solutions for customer distribution, transmission and generation interconnection needs worldwide. The Assistant Manager – Customer Support is responsible for the day-to-day operational objectives of S&C’s Customer Support call center, serving as the first point of contact for inquiries from S&C’s installed customer base. This role will also supervise the Tier 2 Customer Support team of professional level team members. Supervising a team of hourly customer support staff working across three shifts, providing 24/7 remote monitoring and diagnosis of the health and performance of S&C and third-party customer assets. By utilizing diagnosis procedures, the team notifies subject matter experts and coordinates the dispatch of field support personnel as needed.

Requirements

Minimum of three (5) years of experience in the electric power systems industry and at least two (2) years of Utility transmission and distribution exposure
Minimum of three (5) years experience in operations, customer service and/or engineering with success in customer-facing support services Prior experience in a supervisory or lead role with a grasp of basic management approaches
Hands-on experience with monitoring systems and technologies, as well as customer service ticketing frameworks
Customer service orientation and skills with a demonstrated commitment to customer satisfaction in every interaction
Aptitude for identifying issues and using analytical skills to examine data to identify effective solutions to general/routine problems
Demonstrated experience in CRM systems (Salesforce desirable) maintaining and leveraging data for reporting purposes
Efficient time management and organizational skills to prioritize tasks while handling a heavy volume of customer support tickets and ensuring smooth operations
Decision-making capabilities for informed and timely decisions, especially in high-pressure situations
Broad understanding of monitoring systems and other relevant technologies
Flexibility and adaptability to fast-moving situations and requirements
Communication skills, (written, verbal, listening and presentation) able to liaise with internal and external stakeholders at all levels from leadership to support staff)
Interpersonal skills to establish meaningful relationships in person and a remote environment, fostering collaborative working relationships amongst a diverse audience

Nice To Haves

Bachelor’s degree in business administration, Information Technology, Engineering (or a related field), or equivalent experience
Previous experience in a 24/7 operational environment
Detailed knowledge of electrical utility distribution systems, power systems and associated systems
Knowledge of codes and standards including NEC, NESC, and other relevant power system standards
Proficient computer skills including experience using Oracle and Microsoft Office suite (Excel, Word, Outlook)

Responsibilities

Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team.
Create and manage databases and systems for product information and common customer queries to ensure timely resolution
Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools and provide hands-on training for smooth rollout
Ensure the smooth escalation and handover of customer support tickets from Tier 1 to Tier 4
Maintain relationships with leaders across the organization (including sales, engineering, product development, operations and safety) to ensure seamless coordination, planning and alignment of shared priorities and work
Monitor and control expenses in line with the Global Customer Support departmental budget
Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
Audit ticket lodgment, categorization, triage evaluation and assignment, priority assessment, risk rating and resolution notes against defined guidelines and procedures
Develop and implement incident response protocols to handle emergencies effectively
Respond to escalated customer issues and provide solutions. Resolve customer complaints and issues professionally and escalate high-risk reputational complaints to leadership
Track and analyze daily and weekly support trends and KPIs including response times, system uptime and ticket resolution times
Identify support trends and offer suggestions for improvements to enhance service quality
Monitor and prepare performance reports and communicate results against operational objectives and KPIs with leadership and other key stakeholders as required
Act as a champion for Salesforce and leverage reporting tools and dashboards to track goals and progress
Champion safe working practices and oversee the efforts to ensure the required tools, training and checks are in place to maintain zero lost time injury and other safety KPIs
Ensure the strict observance of all relevant US and/or international safety and environmental laws, standards and requirements
Collaborate with the safety and environmental department to review and update Technical Support safety policies, procedures and practices
Direct and review the work of the team that includes business support level technologists as well as professional level Associate Engineers and Engineers on the team
Act in accordance with appropriate and professional workplace behaviors, address/mediate conflicts to restore harmony, and support a positive, healthy and inclusive workplace culture in accordance with S&C's mission, vision, values and guiding principles. Initiate administrative decisions and processes including but not limited to recruitment, induction, vacation management, performance reviews, performance improvement plans, and workforce/succession planning
Establish, monitor, and hold team members accountable to clear responsibilities, provide ongoing performance feedback (both positive and developmental), address performance gaps promptly and initiate corrective actions and approval for terminations where required
Support the growth and development of team members, recognize and reward their achievements and proactively train, mentor and coach team members
Maintain regular and punctual attendance
Attend in-person or virtual meetings as requested or required
Communicate effectively and respectfully with other
Other responsibilities as assigned