Assistant Manager-Customer Support

As an S&C Electric team member, you’ll work on projects that have real-world impact. You’ll help transform the grid for resilient and reliable power worldwide. S&C has more than a 100-year history of innovation and has been 100% employee-owned since 2012. We continue this legacy as a trusted, forward-thinking leader in the electrical industry. You will advance a safer, more reliable, and more resilient electrical grid. Our products help the grid adapt to severe weather and transition to clean energy. We’re big enough to be a respected industry leader but small enough for you to impact our company directly. Our commitment gives you opportunities to impact on and off the job positively.

Join S&C to make an impact on tomorrow’s energy challenges and become an employee-owner!

Hours

8:00 am – 5:00 pm (Mon-Fri) Hybrid 

Compensation

At S&C, we are dedicated to providing competitive and equitable compensation for all our team members, and we are committed to transparency in our pay practices. The estimated annual base salary range for this position in the United States is $96,514 - $127,886.68. Individual pay within this salary range is determined by several compensable factors, including performance, knowledge, job-related skills and experience, and relevant education or training. This role is also eligible for S&C’s annual incentive plan (AIP), subject to eligibility criteria.

Join Our Team as an Assistant Manager – Customer Support!

The global Power System Solutions (PSS) organization is an integral part of S&C Electric Company, dedicated to providing comprehensive service and support for S&C customers. The organization offers services and solutions that support S&C equipment, including field service, engineering, analytical services, and customer support. These specialized divisions work collaboratively to ensure the delivery of high-quality solutions for customer distribution, transmission and generation interconnection needs worldwide. 

The Assistant Manager – Customer Support is responsible for the day-to-day operational objectives of S&C’s Customer Support call center, serving as the first point of contact for inquiries from S&C’s installed customer base. This role will also supervise the Tier 2 Customer Support team of professional level team members. Supervising a team of hourly customer support staff working across three shifts, providing 24/7 remote monitoring and diagnosis of the health and performance of S&C and third-party customer assets. By utilizing diagnosis procedures, the team notifies subject matter experts and coordinates the dispatch of field support personnel as needed.

Key Responsibilities:

Operational Oversight          

• Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
• Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
• Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team.
• Create and manage databases and systems for product information and common customer queries to ensure timely resolution
• Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools 
• and provide hands-on training for smooth rollout
• Ensure the smooth escalation and handover of customer support tickets from Tier 1 to Tier 4
• Maintain relationships with leaders across the organization (including sales, engineering, product development, operations and safety) to ensure seamless coordination, planning and alignment of shared priorities and work
• Monitor and control expenses in line with the Global Customer Support departmental budget

Compliance & Security                       

• Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
• Audit ticket lodgment, categorization, triage evaluation and assignment, priority assessment, risk rating and resolution notes against defined guidelines and procedures 
• Incident Management             
• Develop and implement incident response protocols to handle emergencies effectively 
• Respond to escalated customer issues and provide solutions. Resolve customer