Senior Manager Product Support

Description

Job Summary:

The Sr. Manager of Product Support is responsible for leading the department, overseeing budget and strategic planning, making key decisions, and developing organizational objectives that align with PowerSecure strategic goals. This role encompasses the management of all Product Support functions, including both Product Training and Product Support.

Key responsibilities:

• Lead the Product Support divisions with clear direction, fostering a culture of accountability and upholding behavioral standards that cultivate a dynamic, vibrant, and innovative work environment.• Set monthly and yearly organizational objectives while maintaining clear visibility into current performance and progress toward achieving those goals.• Establish processes to effectively gather and analyze team metrics, providing insights into the business, managing key performance indicators, making real-time decisions, and anticipating future needs.• Ensure there is collaboration with the business unit leaders in Service, CustomerService Management, Engineering, and Manufacturing.• Oversee and manage departmental costs and budgets.

Minimum Qualifications: (Education, Experience, Knowledge, and Skills):

• Minimum of 5 years of experience in management role.• Bachelor's Degree is preferred.• Strong leadership, influencing, mentoring, teamwork and coaching skills.• Experience in leveraging data for reporting and decision-making.• Experience in documenting and implementing processes and procedures, along with proficiency in support tools for issue tracking and knowledge management.• Demonstrated strong verbal, written, and inter-personal communications skills.• Excellent problem-solving skills. Demonstrated ability to lead the resolution of problems and ensure high levels of technical accuracy and quality.• Ability to communicate and present ideas, positions, and concepts to a broad audience.• Demonstrated ability to build strong teams, drive out quality problems, and meet aggressive delivery targets.• Ability to balance multiple initiatives and requirements effectively.• Strong analytical thinking skills. High attention to detail.

• Familiar with the sales process, strategic goals, and project delivery process requirements.• Passion to contribute to a fast-growing corporate environment.

Job Duties and Responsibilities:

The Sr Manager of Product Support will provide leadership in service to the ProductTraining and Product Support teams.

1. Build a strong team that can support the growth of the strategic goals of the company:• Manage organizational talent through performance evaluation, management, and an insistence on continuous improvement and excellence in performance.• Ensure the capacity and experience level within the groups are aligned and capable of supporting the business growth goals of the company.• Create a culture within the group that encourages innovation, collaboration, excitement/commitment, and a sense of urgency toward goals.• Coach and observe managers and team members in action and provide specific, useful feedback on behaviors and performance that are good or need to be changed.• Measure, recognize, and reward team members who consistently meet goals, self- correct, and improve their performance.• Build trust by respecting the ideas and contributions of everyone. Get the right people around the table to solve problems.• Be attentive and respectful when listening and responding to others.Communicate in an open, candid, and consistent manner.• Be able to resolve conflicts in a productive and healthy manner. Embrace diversity of people, styles, and personalities.• Effectively deal with underperformers and behaviors which create unhealthy conflict and/or diminish teamwork and morale.• Set up and manage regular training opportunities among the MTS team both as groups and individually where necessary.

2. Ensure high quality of Product Training and Product Support outputs• Provide leadership to the Product Training Managers, Coordinators, and Product Support Specialists to develop and implement processes to measurably improve training and support.• Provide monthly updates including budgets updates and KPI’s, and improvement updates to the Executive Leadership teams.• Work with the Engineering and Manufacturing Leadership to discuss defect trends including frequency, types, vendors, and work together to provide continuous improvements and establish baseline metrics.• Work with Service Leadership to discuss technician training needs and developmental programs.• Work with Customer Service Managers to discuss customer needs and assist with providing support.• Develop tools to maximize efficiency and effectiveness.

• Employ continuous improvement processes and techniques to drive measurable improvement. Establish baseline and measurable improvement goals.

Physical Demands and Work Environment:

• Limited travel will be required (Less than 10%)• Must be able to work in an office environment with a lot of sitting• Must be able to tolerate a full day of computer screen viewing• Professional office environment• Some walking will be required to monitor projects on the shop floor

About Us:

PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.

Join Our Power Team!

We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:

• Medical, dental, vision and life insurance coverage• Competitive pay and a matching 401 (k) plan• Vacation, Company Holidays, Paid Time Off (PTO- personal and sick days)• Flexible spending accounts/Health savings account• Wellness Incentive Programs• Employee Referral Program• Tuition Reimbursement

PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. This position is not open to third party recruiters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)Operating Company: PowerSecure