Manager Technical Service

About the position

RESPONSIBILITIES:

  • Foster a culture of safety with customers, partners, and employees
  • Collaborate with internal and external resources to develop and execute a Technical Service roadmap for large product platform detailing objectives, strategies, and measurable goals; set the long-term vision for Technical Service team by analyzing the current state, assessing opportunities for improvement, and innovating to optimize the customer experience
  • Work with stakeholders to understand which services and processes result in customers’ long-term success
  • Develop and implement best practices for customer response time, continuous customer engagement, and customer support
  • Maximize the revenue opportunities through geographical growth, expansion of services, customer engagement, and execution of campaigns
  • Ensure consistent, efficient and cost-effective delivery of services to customers worldwide while identifying gaps and proactively resolving discrepancies
  • Conduct regular diagnostic of each service partner to assess performance and identify opportunities for improvement
  • Ensure customer satisfaction reviews are conducted and communicate customer feedback to internal stakeholders to increase product value, product usage, product improvements, and improve competitive position
  • Manage customer facing Product Life Cycle strategy including Product Obsolescence and Model Changes
  • Ensure routine Customer Service Training is conducted with customers, partners, and employees as applicable
  • Monitor and report on Key Performance Indicators associated with Technical Service group
  • Participate in the development of methods, techniques and evaluation criteria for products, programs, and people
  • Ensure budgets and schedules meet business requirements

About Nel

Nel is a global, dedicated hydrogen company, delivering optimal solutions to produce, store, and distribute hydrogen from renewable energy. We serve industries, energy, and gas companies with leading hydrogen technology. Our roots date back to 1927, and since then, we have had a proud history of development and continuous improvement of hydrogen technologies. Today, our solutions cover the entire value chain: from hydrogen production technologies to hydrogen fueling stations, enabling industries to transition to green hydrogen, and providing fuel cell electric vehicles with the same fast fueling and long range as fossil-fueled vehicles – without the emissions.

Equal opportunity employer

Applications for this position must be received by Nel is an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All employment is decided based on qualifications, merit, and business need.