Premium Service Manager

5 months ago

SaintHubert, Canada Landis Gyr Full time

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better - since 1896.
With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.

**Position Summary**:
The Premium Service Manager provides in-depth, on-site technical support for management of technical projects and issues associated with Landis+Gyr systems which are assigned by the Landis+Gyr program management team and/or the customer’s management team. This role typically supports 1 (or more) very large customers (>1 Mn endpoints) who have deployed L+G AMI and / or MDMS and /or other components of the AMI system, such as DA, ALM, AGA, etc. The Premium Service Manager is responsible for driving resolution to technical issues and engaging and escalating to other departments, including L2, L3, Product Support, Engineering, Infrastructure, and other teams, when applicable. The incumbent is responsible for fully documenting the resolution in internal systems as applicable and for assisting the customer in understanding and implementing the proposed solution. The position requires strong customer service and communication skills, knowledge of utility business functions, and knowledge of the deployed L+G systems. Occasional travel to other locations may be required.

**Key Responsibilities**:

- Database queries and detailed investigations to support case management. Hands-on device management, including network configuration, firmware updates, software update support including Command Center, Radio Shop, and Tech Studio updates, field and lab testing support, test script development and execution, AMI lab and test environment support. The Premium Service Engineer will respond to technical inquiries, provides in-depth support to the customer and project teams, and provides network monitoring and troubleshooting.
- Provide day to day operational direction to other Premium Service resource assigned to the project
- Participate in weekly customer calls supporting the technical issues, includes preparation of presentational items
- Assist customer in support of future planning involving the L+G products & services.
- Provide support for PM is assigned to the account and keep up to date on technical issues and resolution
- Lead SGS service activities in support of their assigned customers as well as other L+G customers when required.
- Supports creation of Standard Operating Procedures (SOP) for technical elements of the system that are effective and repeatable Directs and executes system upgrades including the network with new software releases
- Provides functional and operational enhancement recommendations into the New Product Introduction (NPI) process based on client feedback
- Directs & implements new firmware, Device Control Word (DCW), and software releases with customer programs
- Proactively gather all data needed to provide to L3/Engineering before escalating issues
- Mentor other Premium Service Engineers via training sessions and one on one sharing
- Demonstrate Tier 2 knowledge in operational AMI activities and troubleshooting. Review escalated cases and provide feedback to streamline cases going to L3.
- Supports and adheres to Company’s core values.
- Performs other duties or responsibilities as assigned or required.
- Supports and adheres to Company’s Code of Conduct and Ethics Policy.
- Represents Company in a positive, professional manner when working with both internal and external customers.

**Education & Experience**:
Required Minimum Level of Education: Bachelors Degree

Required Minimum Years of Experience: 7+ to 10

**Knowledge/Skills/Abilities**:
Required Skill Set:
Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL
Server and/or Oracle database management and queries, Networking, and Scripting
3 year minimum Landis+Gyr AMI product working knowledge (Command Center, MDMS, or Integration), as Service Desk engineer, TIE, Integration Analyst, or similar.
High degree of analytical skills; able to complete methodical root cause analysis
Self motivated, proactive, able to work under stressful conditions
Ability to work independently or with a team
Ability to lead projects
Ability to multitask and prioritize
Excellent communication, documentation, and customer service skills

Preferred Skill Set:
Advanced Landis+Gyr AMI product knowledge with 3+ years experience
Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office
products, SQL Server

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