EMEA Service Regional Power Technical Support Manager

Responsibilities

The EMEA Service Power Technical Support Manager is overall responsible for the technical aspects and strengths of our EMEA Service Power delivery and has to ensure that technologies contribute to reinforcing our overall business strategy. This includes:

• Ensure the appropriate Health and Safety standards are implemented and respected.
• Ensuring best-in-class technical support and incident resolution practices, possibly leveraging experience from other and more mature industries, to optimize customer service level and field efficiency.
• Strengthening regional technical team competencies in the core areas of the business and fostering technical maturity across EMEA Power Service Operations.
• Ensure the technical escalated cases across EMEA are timely assigned to the team and addressed by the team to achieve best in class resolution lead time.
• Develop new competencies or new technical disciplines where appropriate to achieve the service business objectives.
• Support the technical aspects of the service offering and contribute developing new service products.
• Actively manage the technical aspects of life cycle of the installed base.
• Cooperate with academy and central technical support to ensure training plans match the training needs of the service organization.
• Assure the coordination of warranty cases technical approval and review.
• Follow the RCAR activity around EMEA being the interface between MU, central technical support and Quality teams.
• Manage the flow of Field Change Notices and relevant actions EMEA is concerned.
• Ensure seamless cooperation of Service with Central Technical Support, Quality and R&D to ensure continuous strengthening of product quality.
• Ensure Service presence and voice during New Product Development (NPDI) process.
• Coordinate the EMEA readiness process to introduce new products in field and manage tech support forums to spread the knowledge around Tech Community.
• Foster and lead the implementation of the Regionalized Tech support structure.

Job Description

ESSENTIAL ROLE FUNCTIONS:

Responsibilities

The EMEA Service Power Technical Support Manager is overall responsible for the technical aspects and strengths of our EMEA Service Power delivery and has to ensure that technologies contribute to reinforcing our overall business strategy. This includes:

• Ensure the appropriate Health and Safety standards are implemented and respected.
• Ensuring best-in-class technical support and incident resolution practices, possibly leveraging experience from other and more mature industries, to optimize customer service level and field efficiency.
• Strengthening regional technical team competencies in the core areas of the business and fostering technical maturity across EMEA Power Service Operations.
• Ensure the technical escalated cases across EMEA are timely assigned to the team and addressed by the team to achieve best in class resolution lead time.
• Develop new competencies or new technical disciplines where appropriate to achieve the service business objectives.
• Support the technical aspects of the service offering and contribute developing new service products.
• Actively manage the technical aspects of life cycle of the installed base.
• Cooperate with academy and central technical support to ensure training plans match the training needs of the service organization.
• Assure the coordination of warranty cases technical approval and review.
• Follow the RCAR activity around EMEA being the interface between MU, central technical support and Quality teams.
• Manage the flow of Field Change Notices and relevant actions EMEA is concerned.
• Ensure seamless cooperation of Service with Central Technical Support, Quality and R&D to ensure continuous strengthening of product quality.
• Ensure Service presence and voice during New Product Development (NPDI) process.
• Coordinate the EMEA readiness process to introduce new products in field and manage tech support forums to spread the knowledge around Tech Community.
• Foster and lead the implementation of the Regionalized Tech support structure.

Additional Responsibilities

• Work with the Global and Central Tech Support teams to harmonized common practices and tools.
• Continuously update technical knowledge and learn new product and service offerings of your team.
• Continuously maintain awareness of competitor offerings, strengths and weaknesses.
• Log, track and drive resolution of product effectiveness issues (internal and customer).
• Lead training delivery activities in full coordination with central training academy in EMEA.

Reporting Relationships