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, dy...