Senior Director, Network Control Customer Experience
Hitachi Energy Sweden AB / Chefsjobb / Västerås
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hela Sverige Our goals are to create a global technical team that can share work and address issues in a timely manner so that we retain all customers through a positive experience, work in close collaboration with PD and the HBUs to achieve a harmonization of processes and roles/responsibilities between Network Control and the rest of GPG ESS, in support of the overall transformation of the Network Control business.
The senior director, and the team reporting into this role, will provide a global, consistent, and transparent product issue management & resolution structure that is a 24 x 7 follow-the-sun model. This will allow the OUs to remain focused on the customer relationships, project execution, and revenue generation, while the GPG focuses on technical product issues. This organization will be the single-entry point into Network Manager product development, thus improving that team's focus and efficiency. The senior director must have deep technical skills in Network Manager as liaising between the customer, OUs and PD will require knowledge and understanding of business impact, complexity, and effort to address issues. The senior director will report into the global customer experience leader in the GPG and be a key participant in the Network Control GPG leadership team.
Main Accountabilities:
Support the larger Network Control business transformation to achieve consistent processes, standards, KPIs
Provide definition, leadership and direction for globally consistent support processes in Network Control. Leverage consistent case management tooling (SFDC) in alignment with the rest of ESS.
Inclusive of MMS for issue management processes and KPI reporting
Drive the change from project based, locally focused Network Manager support model to a 24 x 7 follow-the-sun support model. Evangelize and train the OUs on the model going forward.
This role and team will be a liaison between customers (can be internal project teams, OUs, or external end customers) and Network Manager, and MMS, product development.
Implement standard issue backlog management and prioritization practices.
This team of technical support engineers needs to solve as many issues as they can without escalation to development.
Members of the team may participate in customer meetings as appropriate.
Hold development accountable to the delivery of the work that passes through to that organization.
Reporting and management of global KPIs to drive quality, customer satisfaction, and organizational success
Expand the team as required, based on necessary skill sets, to be responsive to customers and meet issue resolution KPIs
Identify training needs for skill development, define a plan and build skill depth and redundancy of the global team
Support the completion of the standard service offerings at the bronze level. e.g., create a knowledge base in SFDC that can be used by customers for self-help as well as team members in addressing issues
As needed, drive or support toolset changes
Ensure this global support team can successfully manage and meet the needs of special maintenance agreements (e.g., SLAs)
Direct engagement with customers for speedy resolution of technical issues, supporting the CAs and project teams
Challenges:
Managing work priorities in the best interest of our customers and the global NC business, with limited resources
Geographically and culturally diverse team
Performance management and staff capability development
Customer (internal & external) management
Build up the support team while the product transformation from "old" Network Manager to new technology is on-going
Gaining needed support and engagement from OUs
Knowledge, Skills, Experience:
Strong leadership skills
Drive change. Identify and implement initiatives and innovations focused on Network Manager support model.
Translate strategic direction into plans, processes and actions, and execute accordingly.
Implement global support structure for Network Manager, consistent in case management tooling across ESS and larger HE Customer Connect Centers (CCC) and define process and procedure to enable a follow-the-sun model for Network Control.
Lead and manage senior managers to individual contributors, across a geographically diverse staff, including coaching and professional development.
Hold the organization accountable to provide quality customer (internal & external) support delivery.
Lead across the OUs, CSO, and development organizations via persuasion vs. direct reporting status
Instill a team-focused mindset to enhance system usage, customer engagement, excellent break/fix support, and positive NPS
Strong interpersonal and communication skills:
Foster collaborative and productive relationships with cross functional business stakeholders, particularly projects and development, customer representatives, peers, direct report managers and teams.
Effectively influence outcomes with customers and internal business units
Experience required
15+ years' experience in technical development of software, systems or similar.
Network Manager development experience and system knowledge
Previous staff management of software, system development, support, or solution teams
Experience managing people and geographically diverse teams
Working knowledge of Enterprise level solutions
Working knowledge of software / systems and support / service delivery
More about us
Are you ready for a new exciting challenge? Does the above description sound like you? Welcome to apply before 2023-06-06. Applications will be reviewed on an ongoing basis, so don't delay - apply today!
More information: Recruiting Manager, Melissa Roberts,
melissa.roberts@hitachienergy.com will answer your questions about the position. Union representatives - Sveriges Ingenjörer: Adnan Glibo, +46 107-38 63 78 Unionen: Karin Ulvemark, +46 107-38 65 85 Ledarna: Christer Fridlund, +46107-38 29 12. All other questions can be directed to Talent Cajsa Fellerfeldt Eklund,
cajsa.fellerfeldt-eklund@hitachienergy.com Så ansöker du Sista dag att ansöka är 2023-06-06
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Hitachi Energy Sweden AB (org.nr 556029-7029)
Arbetsplats Hitachi Energy, Västerås
Jobbnummer 7782458
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