Aclara

Customer Service Manager

UK
Job ID
2017-1476
# of Openings
1
Category
Marketing

Overview

As the leader in smart grid technology and service, Aclara integrates modern communications, electronics and analytics for use by utilities to increase data gathering that enables more refined control, management and automation in efforts to improve efficiency, reliability and overall performance of electric, water and gas networks.

 

Position provides supervision and management of the Customer Service staff. Provide oversight of the daily activities and ensure that the department has the proper training, process and procedures to meet our customer commitments. Position is responsible for meeting all of our contractual maintenance agreements and providing timely support and resolution to our customer’s support requests. Responsibilities also include tracking of all escalated support issues, working with both internal and external customers to communicate status. Provide a high level of customer service to our customer base.

Responsibilities

  • Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution.
  • Manage all customer support activities for current customer base.
  • Drive profitable customer behavior and maintain a high level of customer satisfaction.
  • Drive improved customer experiences throughout Aclara.
  • Develop/Maintain up-to-date training processes for all Customer Service personnel.
  • Manage the design and improvements to Aclara’s knowledgebase and develop procedures for staff to create/edit/use/archive/delete content.
  • Work on special project teams to provide support\knowledge for resolving major customer issues.
  • Support Marketing and Engineering during improvements of existing products and development of new products.
  • Work with cross-functional, cross-product line teams to ensure consistent, efficient processes and procedures.
  • Provide assistance in customer testing of software, hardware and firmware.
  • Have a broad working knowledge of the operation and maintenance of Aclara products.
  • Coordinate and communicate design deficiencies, customer concerns and quality problems to the proper departments.
  • Perform liaison work between customer and Account Management.
  • Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system.

Additional Responsibilities:

  • Hold bi-weekly team meetings to discuss support and customer concerns.
  • Provide manager with bi-weekly status report.
  • Write and execute performance reviews for all direct reports.
  • Review/Approve time sheets, expenses reports for all direct reports

Qualifications

Required

  • Minimum of a Bachelor’s degree in related field.
  • Minimum of 7 years Field Engineering level or technical support experience.
  • Minimum of 7 years of Field Service/Customer interface experience.
  • Advanced knowledge of Microsoft Office.
  • Solid command of the English language and its proper use.
  • Ability to meet deadlines and thrive in a constantly changing work environment.
  • Outgoing, personable, and enjoy working directly with customers.
  • Advanced written, verbal and interpersonal communication skills
  • Ability to communicate detailed technical information to an audience with various levels of technical understanding.
  • Self-motivated and able to work effectively alone as well as part of a team.

Preferred

  • Experience working with electric, water, or gas utilities.
  • Bachelor degree in a technical or related discipline.

 

Physical Demands:

  • Ability to travel up to 50% via air or ground.
  • Frequent sitting.

Affirmative Action and EOE

Aclara is an Affirmative Action and Equal Opportunity Employer of minorities, females, veterans and individuals with disabilities, regardless of sexual orientation or gender identity.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity, disability status, protected veteran status or any other characteristic protected by law.

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