Engineering Manager I - Digital Solutions Tech Support

Job Description

Job Objective / Purpose

1. Grow and manage Digital Solutions Customer Success Technical Support function.
2. Maintain and grow close working relationship with senior DS stakeholders & executives
3. Ability to conceptualize support requirement of customers. Translate macro-level plans & objectives to processes, work-flows, SLAs, SOPs, tasks & performance metrics in line with customer agreements/ contracts.
4. Understand and manage support function for all digital products/ platforms OBEM, Connected equipment, Companion
5. Focus on customer adoption during their digital transformation journey, increase stickiness by ensuring positive experience leading to renewal of customer subscriptions
6. Continue to grow and acquire good blend of IT & OT skills

Duties and Responsibilities

1. Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
2. Ability to analyze briefs, create progress reports based on KPIs, identify risks & mitigation plans.
3. Continuously develop & upskill self and team-members to align with specific requirements of DS products
4. Define, implement, and set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
5. Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
6. Coordinate and collaborate with different teams, to ensure quality work is delivered to the clients and stakeholders. Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives
7. Being transparent with the team about the challenges, failures, and successes, and motivate them so they can ask questions and voice their concerns
8. Serve as a manager, mentor, knowledge resource, and escalation point for different teams and build credibility and trust within the support group
9. Keeping up to date with industry trends and developments

QualificationsB.E / B. Tech Experience

1. Overall 10 to 14 years of work experience in BMS (building management system), HVAC controls domain. Hands-on experience of control system planning & commissioning.
2. Good understanding of BMS protocols e.g. BACnet, ModBus, OPC etc.
3. Minimum 3 years of experience in managing Technical Support functions in above domain with people management skills.
4. Excellent written & oral business communication skills
5. Good hands-on experience with CRM technologies and ticketing applications e.g. SalesForce, Avaya, Oracle etc.
6. Exposure to current technologies/ tools like Cloud, IoT platforms, APIs,
7. Proficiency in MS Office applications and reporting/ visualization tools like PowerBI, Tableau etc.

QualificationsB.E / B. Tech , Job Objective / Purpose

1. Grow and manage Digital Solutions Customer Success Technical Support function.
2. Maintain and grow close working relationship with senior DS stakeholders & executives
3. Ability to conceptualize support requirement of customers. Translate macro-level plans & objectives to processes, work-flows, SLAs, SOPs, tasks & performance metrics in line with customer agreements/ contracts.
4. Understand and manage support function for all digital products/ platforms OBEM, Connected equipment, Companion
5. Focus on customer adoption during their digital transformation journey, increase stickiness by ensuring positive experience leading to renewal of customer subscriptions
6. Continue to grow and acquire good blend of IT & OT skills

Duties and Responsibilities

1. Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
2. Ability to analyze briefs, create progress reports based on KPIs, identify risks & mitigation plans.
3. Continuously develop & upskill self and team-members to align with specific requirements of DS products
4. Define, implement, and set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
5. Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
6. Coordinate and collaborate with different teams, to ensure quality work is delivered to the clients and stakeholders. Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives
7. Being transparent with the team about the challenges, failures, and successes, and motivate them so they can ask questions and voice their concerns
8. Serve as a manager, mentor, knowledge resource, and escalation point for different teams and build credibility and trust within the support group
9. Keeping up to date with industry trends and developments

QualificationsB.E / B. Tech Experience

1. Overall 10 to 14 years of work experience in BMS (building management system), HVAC controls domain. Hands-on experience of control system planning & commissioning.
2. Good understanding of BMS protocols e.g. BACnet, ModBus, OPC etc.
3. Minimum 3 years of experience in managing Technical Support functions in above domain with people management skills.
4. Excellent written & oral business communication skills
5. Good hands-on experience with CRM technologies and ticketing applications e.g. SalesForce, Avaya, Oracle etc.
6. Exposure to current technologies/ tools like Cloud, IoT platforms, APIs,
7. Proficiency in MS Office applications and reporting/ visualization tools like PowerBI, Tableau etc.

QualificationsB.E / B. Tech ,

Keyskills :
safetycommissioningpreventive maintenanceisodocumentationenvironmental impact assessmentms officehvac controlscontrol systemservice levelstechnical supportpeople managementperformance metrics