Manager, Global Customer Service Northern Power Systems
THIS JOB HAS EXPIRED Department: Manufacturing Operations
Reporting to: Senior Manager, Field Service and Fleet Operations
The Global Customer Service Manager (GCS) for Northern Power Systems leads a team of primary customer support contacts (L1 Call Center Technicians) after product shipment through turbine commissioning and during the in-field lifecycle (20+ years). The GCS is responsible for: managing all customer support technicians and fleet analytics personnel, providing solutions for the monitoring (performance and availability) of the active installed base (fleet) of operating wind turbines, ensuring high performance and availability through efficient processing of cases, fault analysis and driving of field resources to resolve product warranty issue & implement technical service solutions. The GCS is responsible for guiding the team to be a profitable, value-added services business that supports current and future owners. The GCS drives analysis of all fleet performance metrics, develops processes and controls to both support the fleet but also drive continuous improvement in the product line.
Leverage state-of-the-art data mining tools and modeling techniques to solve fleet and product maturity problems, analyze performance and generate high-value reports for the business and customers
Assist the business in developing and achieving the turbine key performance indicators (KPI?s) that maximize NPS brand and customer ROI
Primary service team stakeholder for the turbine software and SmartView platform product development roadmaps
Perform essential customer service functions including outreach, coordination, and fielding of owner questions and issues. Ensure a high level of customer satisfaction. Provide timely response to customer inquiries and complaints both directly and through the management of team resources
Directly manage all activities of the global customer support technicians and fleet analytics personnel through process management, workload assignment, quality of service verification, case management system monitoring and personnel performance development
Directly support owners and field service teams with technical support and troubleshooting of field issues, knowledge base information transfer and coordination of technical support resources
Create, update and maintain turbine performance and service records in conjunction with operations and field service
Coordinator and facilitator of all turbine software deployments
Assist the resolution of all field warranty cases, financial reconciliation, and customer case closeout
Implementation of fleet-wide service bulletins through unit identification and scheduling coordination
Ensure the turbine as-built and assembly health records are accurate and properly migrated over to the appropriate service platforms
Drive continuous improvement within the business and product line through collaboration with Product Engineering, Manufacturing Operations and Field Service
Support strategic planning for scalability in providing quality support to a fast growing fleet
Spend minimum 10% of time in-field reviewing technicians/providers work quality and customer interactions
Travel (approx. 15%) will be required
BA/BS degree. Engineering, computer science, or related field preferred
1 or more year customer support experience
Ability to build strong relationships with internal and external customers alike
Proficient with MS office tools
Proficient with SQL and advanced data mining tools/software
Proficient with web applications
General knowledge of power systems, electrical systems, and control systems
Knowledge of traditional product and product service style metrics (MTBF, MTTR, etc)
Demonstrated ability to define a problem, determine cost analysis and benefits case, and identify and utilize resources to drive improvements.
Demonstrated ability to collect, statistically analyze and interpret data.
Ability to drive process improvements including establishing corrective and preventative actions, and implementing improvements of medium to high complexity.
Ability to effectively document new processes or procedures
Ability to prioritize and multitask; works well in collaboration with others
Experience in managing geographically dispersed assets, ideally in power generation, including but not limited to day-to-day field operations and back-office support
Advanced TCP/IP networking and troubleshooting skills
Advanced database management experience, including ability to create basic ad-hoc SQL queries
Experience using the force.com development platform
Understanding of SCADA concepts and Modbus communications
Demonstrated experience in project management and project management tools.
Experience in mentoring, coaching and developing others in process improvement and statistical analysis
||Barre, VT |
THIS JOB HAS EXPIRED