APAC Customer Support Leader (Digital Grid / ADMS)

Job Summary: We are seeking a highly motivated and experienced Customer Support Leader to oversee our Asia Pacific (APAC) customer support operations. The ideal candidate will have a strong background in customer service, technical support, and team leadership, with a focus on delivering exceptional customer experiences. 

Key Responsibilities: 

• Lead and manage the APAC customer support team for GOS and GIS, ensuring high levels of customer satisfaction and support efficiency. 

• Directly manage the day-to-day activity of the regional software support engineers across the entire product breadth of Digital Grid. 

• Ensure all support engineers have the appropriate training to support the DG customer base and develop into a more competent multi-techno team. 

• Develop and implement customer support strategies, policies, and procedures to enhance service quality and operational effectiveness. 

• Monitor and analyze support metrics and KPIs to identify areas for improvement and drive continuous improvement initiatives. 

• Manage all customer escalations in the APAC region, partnering with other RSCs, COEs, and management to resolve issues. 

• Build and maintain relationships with customers and prepare business reviews as needed. 

• Provide technical guidance and support to the team, resolving complex customer issues and escalations. 

• Conduct regular training sessions and performance evaluations to ensure team members are equipped with the necessary skills and knowledge. 

• Expertly maintain the right staffing levels based on workload  

• Maintain up-to-date knowledge of ADMS and GIS products, industry trends, and best practices. 

• Foster a customer-centric culture within the team, promoting a proactive and solution-oriented approach to customer support. 

• Lead and/or participate in both local and global projects as needed. 

• Prepare and present regular reports on support activities, performance, and customer feedback to senior management. 

• Own One Voice survey feedback for Customer Support in APAC and create action plans to address areas of concern. 

• Domestic and international travel required for internal meetings and customer visits. 

Qualifications: 

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. 

• Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a leadership position. 

• Strong knowledge of ADMS and GIS technologies and applications. 

• Excellent leadership, communication, and interpersonal skills. 

• Proven ability to manage and motivate a team, driving high performance and engagement. 

• Strong problem-solving and analytical skills, with the ability to handle complex technical issues. 

• Customer-focused mindset with a passion for delivering exceptional service. 

• Ability to work effectively in a fast-paced, dynamic environment. 

• Proficiency in using customer support software and tools. 

Preferred Qualifications: 

• Experience in the utilities or energy sector. 

• Familiarity with ITIL or other service management frameworks. 

• Advanced certifications in ADMS or GIS technologies.

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150 000+ employees in 100+ countries
#1 on the Global 100 World’s most sustainable corporations

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