Manager, Technical Services

Belgium

Are you passionate about the energy transition? Join us.

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.

About the position

Manage the technical service business for the large scale electrolyser platform to meet the growth of fielded product offerings and evolving customer needs while ensuring revenue growth.

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 Megawatt 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.
  • Approximately 10% travel requirement.

Qualifications

Education

Bachelors or Equivalent in Management (Technology background preferred)

Required skills and abilities

  • 15+ years’ Experience managing a Technical Service business segment.
  • Experience setting a vision and executing on a strategy.
  • Demonstrated experience hiring, managing, and motivating a staff of customer facing professionals across multiple geographic locations.
  • Excellent organizational, communication, and presentation skills.
  • Customer focused, metrics, and data driven.
  • Sense of urgency to accomplish things quickly and the ability to prioritize multiple tasks, handle heavy workloads, and deal with unforeseen circumstances.
  • Results-oriented with the ability to develop collaborative relationships through strong communication, influence, and problem-solving.
  • Ability to read and understand contracts and service agreements.

Preferred skills and abilities

  • Experience with an enterprise wide ERP system, Salesforce, and Service preferred.

Equal opportunity employer

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.

Apply

To apply, please send your cover letter and resumé to nelctcareers@nelhydrogen.com

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