Customer Support Delivery Manager - DMS - Remote

Overview

The Customer Support Delivery Manager leads vendor support operations for GEV, ensuring high-quality service delivery, issue resolution, and customer satisfaction for mission-critical distribution systems.

In Short

• Lead vendor support operations for GEV.
• Ensure high-quality service delivery and customer satisfaction.
• Act as a key liaison between GEV and its vendors.
• Focus on performance management and continuous process improvement.
• Develop action plans for vendor issue resolution.
• Oversee operational vendor performance delivery.
• Manage complex technical analysis and customer relations.
• Drive process improvements and ensure consistent application of best practices.
• Engage in strategic vendor reviews.
• Contribute to proposals and analyze customer requirements.

Requirements

• Minimum of 10 years of experience with distribution utility customers.
• Bachelor’s degree in Computer Science or STEM majors; Master’s preferred.
• Strong background in support service delivery and vendor management.
• Excellent communication skills and proficiency in PPT, Excel, and Word.
• Ability to simplify complex issues and deliver effective solutions.
• Proven team leadership and management skills.
• Experience in a matrix organization.
• Customer-oriented delivery leader with a sense of urgency.

Benefits

• Healthcare benefits including medical, dental, and vision coverage.
• Access to a Health Coach and 24/7 nurse-based resource.
• Retirement benefits including a 401(k) savings opportunity with company matching.
• Tuition assistance and adoption assistance.
• Paid parental leave and disability insurance.
• Life insurance and paid time-off for vacation or illness.
• Variable Incentive Bonus of 20%.
• Professional development and challenging careers.
• Competitive compensation.
• Equal Opportunity Employer.