Technical Services Supervisor- St. Louis, MO

Hubbell Incorporated•Solon, OH

20h

About The Position

This position is for a technical, self-motivated professional to engage with Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues, work on system upgrades, and other customer system related projects. The primary performance indicator is completing a specific number of AclaraONE and other, related customer system upgrades. The technical support group is part of Aclara, which is part of the Hubbell Utility Solutions division with offices in multiple locations. The Technical Services Supervisor is responsible for overseeing a team that provides support to Aclara Customers on our products, services, and carries out technical projects like software updates and monitoring our hosted environment customer systems. The Technical Services Supervisor ensures that Service Level Agreements (SLAs) and KPIs are met by defining and tracking individual and team goals and deadlines. The Technical Services Supervisor mentors and develops the technical services staff to meet the needs of our customers to ensure competence on new and existing products and services. This role will influence others within the technical services group to aid in prioritizing their work, setting standards, and achieving consistent outcomes for customer system upgrades and related projects.The Technical Services Supervisor will also participate on special projects to resolve customer issues and implement enhancements to Aclara products and services.

Requirements

Bachelor’s Degree in an Engineering/Technology or related field OR Associate’s degree in an Engineering/Technology field with five years of related experience OR seven years of related experience in lieu of degree
Three years of customer-facing support experience in a related technical capacity
Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint
Experience with Oracle PL/SQL, UNIX/Linux
Experience in use of SalesForce for customer support and knowledge article processes
Effective written and verbal communication skills
Ability to clearly and accurately communicate detailed technical information to users with various levels of technical understanding
Able to meet deadlines and thrive in dynamic work environment
Outgoing, personable, and enjoy working directly with customers and vendors
Self-motivated and able to work effectively alone as well as part of a team

Responsibilities

Plan, prioritize, coordinate, and complete needed AclaraONE upgrades for customers’ environments
Update and maintain all related process documents related to the AclaraONE upgrade process
Ensure compliance with Aclara maintenance and hosted maintenance agreements through timely response and issue resolution
Own customer issues and provide consistent communication to customers throughout resolution process that may involve other internal groups or external vendors
Understand the audience and communicate technical information in an understandable way to customers in various utility roles (e.g. field, office, management, executive)
Contribute to the creation and maintenance of content within our product knowledgebase to drive customer self-service and to expand available technical knowledge for employees
Collaborate internally with colleagues and management across departments to resolve issues, and to improve Aclara products
Influence and guide technical services related processes and best practices, make suggestions for improvements, and train others on related upgrade, and product related needs
Develop goals and metrics to correlate with success in meeting department and company objectives.
Write and execute quarterly and annual performance reviews for all direct reports.
Review and approve time sheets and expense reports for all direct reports.
Keep management informed of the progress and needs of the team via regular status reports and/or meetings.
Have a full working knowledge of the operation and maintenance of one or more Aclara product lines.
Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system.
Coordinate and communicate design deficiencies, customer concerns and quality problems to the proper departments.