[Hiring] Premium Service Manager @Landis+Gyr

Role Description

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.

• Drive resolution to technical issues and engage with other departments when applicable
• Fully document the resolution in internal systems
• Assist 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.

• Database queries and detailed investigations to support case management
• Hands-on device management, including network configuration, firmware updates, software update support
• Respond to technical inquiries and provide in-depth support to the customer and project teams
• Provide day-to-day operational direction to other Premium Service resources assigned to the project
• Participate in weekly customer calls supporting technical issues
• Assist customer in support of future planning involving the L+G products & services
• Lead SGS service activities in support of assigned customers
• Support creation of Standard Operating Procedures (SOP) for technical elements of the system
• Direct and execute system upgrades including the network with new software releases
• Provide functional and operational enhancement recommendations into the New Product Introduction (NPI) process
• Direct & implement new firmware, Device Control Word (DCW), and software releases
• Proactively gather all data needed to provide to L3/Engineering before escalating issues
• Demonstrate Tier 2 knowledge in operational AMI activities and troubleshooting

Qualifications

• MSc or MBA preferred, Bachelor’s degree in engineering, computer information systems, or related field
• Minimum of 7-10 years of experience in technical support in the Utility industry or a closely related field

Requirements

• 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)
• High degree of analytical skills; able to complete methodical root cause analysis
• Excellent communication, documentation, and customer service skills

Benefits

• Comprehensive medical, dental, and vision coverage
• Life insurance
• 401(k) retirement plan featuring a generous company match incentive
• Three (3) weeks of Paid Time Off (PTO)
• Eleven (11) paid holidays
• Tuition reimbursement program
• Optional pet insurance
• Supplemental medical coverage
• A host of other perks to ensure the health, wellness, and enrichment of our team members