The successful candidate will join Support Organization within Schneider Electric's Digital Grid (DG) Business Unit (BU), being responsible for effectively managing post go-live support activities in Brazil region for the following DG's Software Suites: Advance Distribution Management System (ADMS), Grid Metering Operation (GMO) and ArcFM Solution (ArcFM).The essential responsibility of this role will be to drive continuous improvement in support processes and customer satisfaction, ensuring the smooth operation and high-performance of DG's Software Suites.The successful candidate will have the right balance of skills across technical knowledge, leadership capabilities and customer support service.ResponsibilitiesLead and inspire a team of software support engineers to deliver exceptional service and support to customers within assigned region.Collaborate closely with customers to understand their needs, address concerns, and foster positive relationships, serving as a trusted advisor and escalation point when necessary.Work closely with other departments, including sales, engineering, and product development, to communicate customer feedback, prioritize product enhancements, and ensure a seamless customer experience.Maintain accurate records of customer interactions, technical issues and resolutions, and generate regular reports to track performance and trends.Analyse support metrics and customer feedback to drive continuous improvement initiatives.Stay updated on industry trends and technology advancements to enhance support services.QualificationsQualified to degree level in relevant discipline (Engineering and/or Software Business).Customer-centric mindset with a passion for delivering exceptional service and support.Proven leadership capabilities, including team-building, coaching, and conflict resolution skills.Proven experience in technical support roles, with experience in a leadership or supervisory capacity including the management of remote employees.Ability to thrive in a fast-paced environment, prioritize tasks effectively, and adapt to changing priorities.Advanced knowledge of power distribution systems, power transmissions systems and electric Utility segment.Excellent communication skills with ability to explain technical issues to different audiences.Experience working with CRM systems and support ticketing platforms is preferred.Portuguese and English fluent level is essential, fluent level in Spanish is a plus.
#J-18808-Ljbffr