Manager Solutions Experience- Connectivity Job at Generac Power Systems
Company Generac Power Systems
Name Manager Solutions Experience- Connectivity
Req # 61696
Employment Type Full Time
Shift 1st
A career at Generac means stepping into a company that leads technological advances. For more than five decades, Generac has designed and manufactured diesel, natural gas, and bi-fuel generators, but we’ve evolved into so much more. As we continue to grow in both size and technological advances, we consistently push past norms to pave a way towards the future. We are not simply satisfied with what is working now. Instead, we challenge ourselves to revolutionize and optimize the industry while bringing out the best in our people.
The Solutions Experience Manager-Connectivity’s top priority is ensuring our consumers and dealers are successfully adopting and using the connected toolset to ensure a higher degree of uptime, availability, and satisfaction with their generator. They will develop and own the escalation process for connectivity product issues including managing escalated calls from connected customers and dealers. Works with internal customer service, inside sales, service, and the connectivity teams to resolve customer issues. This role will take the lead to prioritize software support development fixes and ensure processes are in place for the full customer experience to flow.
This role will develop and own the escalation process for all connectivity issues, improving success for both consumers & dealers. Achieving consumer success is measured by increased retention of new and existing subscribing consumers year over year. Dealer success is measured through the growth of generator Wi-Fi or LTE connections and the adoption growth of Generac’s service platform, Fleet.
Essential Duties & Responsibilities: Drives Ongoing Customer & Dealer Success:
Develop and implement a standard customer retention and recovery process.
Identify barriers that discourage dealer adoption of Generac's service platform, Fleet.
Provide tools & processes to aid in dealer adoption of the connections solution and recommend product changes that removes friction.
Create and update self-help support content for the Fleet and Mobile Link Knowledgebase.
Sets deliverables & metrics with connectivity leadership team.
Maintains dashboards representing key deliverables & expectations for the function.
Dashboards are distributed monthly at executive and team levels.
Drives Continuous Improvement in the Connectivity Support Processes:
Coordinates multi-disciplinary solutions to complex connectivity issues.
Identifies systematic support issues and drives change to improve or eliminate these issues.
Sponsors project that improves the connected product customer and user experience.
Influences connectivity software product backlog.
Influences the product roadmap through advocacy of customer issues and new feature suggestions.
Develops & Owns the Escalation Process for Connectivity Issues
Owns the ticket system for backlogged system issues including tracking, logging, and reporting.
Designs and maintains weekly dashboards highlighting our product success or failure.
Manages cellular services to measure that services are maintained or suspended appropriately.
Establishes & Formalizes Process to Support the Connectivity Product Solutions Across Enterprise
Provides status reporting and communications of open issues and their resolutions.
Ensures connectivity product solutions are fully supported from the viewpoint of our customers (consumers, dealers, building managers, utilities, etc.)
Establish Connectivity's standard operating procedures for Generac Storm Response and own ongoing execution.
Designs & Directs the work of Connectivity Support Team
Selects, coaches, and develops staff.
Sets clear expectations to inspire and motivate the team.
Manages performance, recognizes achievement, provides feedback, and administers progressive discipline when necessary.
Minimum Qualifications:
Bachelor's Degree or equivalent experience providing technical support in an IT or software development environment.
Experience leading a team of direct reports.
2 years' experience supporting a technical IoT (Internet of Things) SaaS product solution.
Minimum of 5 years of relevant work experience.
Knowledge, Skills, & Abilities:
Ability to define and implement metrics related to customer experience.
Ability to work cross functionally with other internal stakeholders including Customer Support and Residential and Industrial dealer Channel Sales leaders.
Ability to communicate effectively and negotiate solutions when requirements conflict.
Demonstrated ability to work in a matrix organization.
Ability to influence internally. Must be highly persuasive, motivated, thoughtful, and dedicated to customers at all times.
Level of Independence:
This position acts independently under the direction of the Senior Marketing Manager-Connectivity with a dotted line reporting relationship to the software development team. Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Name Manager Solutions Experience- Connectivity
Req # 61696
Employment Type Full Time
Shift 1st
A career at Generac means stepping into a company that leads technological advances. For more than five decades, Generac has designed and manufactured diesel, natural gas, and bi-fuel generators, but we’ve evolved into so much more. As we continue to grow in both size and technological advances, we consistently push past norms to pave a way towards the future. We are not simply satisfied with what is working now. Instead, we challenge ourselves to revolutionize and optimize the industry while bringing out the best in our people.
The Solutions Experience Manager-Connectivity’s top priority is ensuring our consumers and dealers are successfully adopting and using the connected toolset to ensure a higher degree of uptime, availability, and satisfaction with their generator. They will develop and own the escalation process for connectivity product issues including managing escalated calls from connected customers and dealers. Works with internal customer service, inside sales, service, and the connectivity teams to resolve customer issues. This role will take the lead to prioritize software support development fixes and ensure processes are in place for the full customer experience to flow.
This role will develop and own the escalation process for all connectivity issues, improving success for both consumers & dealers. Achieving consumer success is measured by increased retention of new and existing subscribing consumers year over year. Dealer success is measured through the growth of generator Wi-Fi or LTE connections and the adoption growth of Generac’s service platform, Fleet.
Essential Duties & Responsibilities: Drives Ongoing Customer & Dealer Success:
Develop and implement a standard customer retention and recovery process.
Identify barriers that discourage dealer adoption of Generac's service platform, Fleet.
Provide tools & processes to aid in dealer adoption of the connections solution and recommend product changes that removes friction.
Create and update self-help support content for the Fleet and Mobile Link Knowledgebase.
Sets deliverables & metrics with connectivity leadership team.
Maintains dashboards representing key deliverables & expectations for the function.
Dashboards are distributed monthly at executive and team levels.
Drives Continuous Improvement in the Connectivity Support Processes:
Coordinates multi-disciplinary solutions to complex connectivity issues.
Identifies systematic support issues and drives change to improve or eliminate these issues.
Sponsors project that improves the connected product customer and user experience.
Influences connectivity software product backlog.
Influences the product roadmap through advocacy of customer issues and new feature suggestions.
Develops & Owns the Escalation Process for Connectivity Issues
Owns the ticket system for backlogged system issues including tracking, logging, and reporting.
Designs and maintains weekly dashboards highlighting our product success or failure.
Manages cellular services to measure that services are maintained or suspended appropriately.
Establishes & Formalizes Process to Support the Connectivity Product Solutions Across Enterprise
Provides status reporting and communications of open issues and their resolutions.
Ensures connectivity product solutions are fully supported from the viewpoint of our customers (consumers, dealers, building managers, utilities, etc.)
Establish Connectivity's standard operating procedures for Generac Storm Response and own ongoing execution.
Designs & Directs the work of Connectivity Support Team
Selects, coaches, and develops staff.
Sets clear expectations to inspire and motivate the team.
Manages performance, recognizes achievement, provides feedback, and administers progressive discipline when necessary.
Minimum Qualifications:
Bachelor's Degree or equivalent experience providing technical support in an IT or software development environment.
Experience leading a team of direct reports.
2 years' experience supporting a technical IoT (Internet of Things) SaaS product solution.
Minimum of 5 years of relevant work experience.
Knowledge, Skills, & Abilities:
Ability to define and implement metrics related to customer experience.
Ability to work cross functionally with other internal stakeholders including Customer Support and Residential and Industrial dealer Channel Sales leaders.
Ability to communicate effectively and negotiate solutions when requirements conflict.
Demonstrated ability to work in a matrix organization.
Ability to influence internally. Must be highly persuasive, motivated, thoughtful, and dedicated to customers at all times.
Level of Independence:
This position acts independently under the direction of the Senior Marketing Manager-Connectivity with a dotted line reporting relationship to the software development team. Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.