Head of Technical Support Distribution Automation Solutions

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Job Description:

We are seeking an experienced and dynamic Global Technical Support Manager to lead and manage our global Technical Support Engineers for Distribution Automation Solutions. In this role you will be responsible for ensuring high-quality support services continuous team development and collaboration across R&D product management and regional business units (HBUs). You will play a key role in supporting our distribution automation solutions and driving service excellence across our organization.

Key Responsibilities:

• Lead a global team of Technical Support Engineers ensuring optimal team performance and productivity.
• Ensure team members are trained and aware of workplace health safety and sustainability practices.
• Monitor manage and continuously improve performance against defined KPIs.
• Implement and align both short- and long-term strategies as defined by senior management.
• Facilitate close collaboration between R&D and Technical Support to enhance customer satisfaction.
• Ensure Technical Support is actively involved in the final phases of product development to gain early insight into new products and features.
• Ensure effective information flow between R&D support lines product managers and customers regarding product issues and resolutions.
• Oversee the development and maintenance of a comprehensive knowledge base for responsible product areas.
• Actively participate and serve as team member and contributor to the Distribution Automation core team.
• Represent service and support needs within development streams (Gate Process).
• Support Global Product Groups (GPG) and sales teams in preparing technical offers and conducting Proof of Concepts (PoCs).
• Plan and deliver product training sessionsboth virtual and in-person.
• Ensure timely and high-quality resolution of customer complaints (CCRP process).
• Support after-sales activities including warranty management and repair services.

Required Skills & Experience:

• Masters or Bachelors degree in Electrical Engineering Telecommunications Computer Science or a related technical field.
• Solid technical understanding of RTU (Remote Terminal Units) products. Protection relays and knowledge of Wireless communication products is a strong plus.
• Proven experience in customer support services ideally within a technical or industrial environment.
• Prior experience working in international and matrix organizations.
• Minimum 35 years of management experience leading both local and remote/virtual teams.
• Excellent communication and leadership skills.
• Fluent in English (written and spoken); proficiency in German is a plus.

What We Offer:

• A global role with a high level of visibility and impact t.
• Opportunities to influence product service development and business growth.
• An inclusive and collaborative international working environment.
• Supportive leadership and career development opportunities.

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