Lead Services Specialist 2 - Customer Service Management

Job Title

Good Knowledge in Power System Protection and Numerical Relays in general. Lead the customer support organization India team (L2) Multilin UR & Reason Products and to meet the KPIs set. Mainly handle Queue management of the complaints and follow ups with multiple teams to for the closure of Providing technical support for Grid Automation Products to customers.

Job Description

• Act as the single point of contact to the customer for Multilin UR & Reason Products on timely and satisfactory resolution of concerns covering a wide variety of support services offered for India region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
• Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members.
• To handle warranty in coordination with respective projects.
• To develop RCA for the product handled and provide to the customer.
• To support & provide technical guidance for the supply of spare modules of UR & Reason products.
• To handle case history in the Service Max tool and assign the cases to the respective L2 team by creating LSN.

Qualifications/Requirements

• Bachelor's degree/Diploma in Electrical and Electronics engineering or Electronics Engineering from an accredited university or college
• At least 6 years of experience in Trouble shooting / Engineering / Commissioning of Grid Automation Products and Systems on MiCOM and legacy conventional relays.
• Essential experience, knowledge and demonstrated practical skills in HV (or MV) Substation Protection and Communication protocols across all aspects of Design, Configuration, Testing and Commissioning.

Desired Characteristics

• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead strategic programs.

Additional Information

Relocation Assistance Provided: No