EMC Customer Support Manager E.ON Control Solutions

Join our EMC Team based out of our Glasgow regional office.

Reporting to the EMC Operations Manager, you will lead and manage a team of Customer support technicians delivering the required services to the EMC customers as well as innovating new ways of working across all EMC work streams.

Working within the EMC Customer Operations department, and as part of the leadership team, you will ensure that the resourcing levels are set correctly across all work streams and that the work is delivered on time and to the highest standard.

It will be your responsibility to plan and co-ordinate the EMC customer support services and work programmes and, where conflicts arise, present plans back to the business around possible scenarios for solutions.

The customer support services team will be measured by a set of KPIs which you will have input into to ensure these evolve with the business’s evolution and customer requirements.

Main duties & Responsibilities

• Management and prioritisation of EMC customer support services workload across the EMC and their customers.
• Innovation and development of existing and new EMC customer support services
• Staff support, training and development
• Holiday and Sickness Approval
• Annual and Probationary staff appraisals
• Attend customer meetings at the client's request where possible to represent EON EMC
• In addition:
• Produce project implementation programmes for customer support works and ensure timeframes are met.
• Liaise with customer representatives and teams to build relationships and trust in our services
• Form part of the OOH escalation support network for the EMC staff
• Above all, you will possess a flexible can-do attitude, ensuring that service to EON customers is always delivered to the highest possible standard, being at the forefront of your thinking

Specific Job Knowledge & Skills & Experience

Technical

• Good BMS systems knowledge
• Good HVAC systems knowledge
• Strong PC skills (in particular excellent Excel skills)
• Project Management
• Knowledge of existing EMC support systems (desirable)

Management

• Excellent customer communication skills (i.e. verbally and commercially)
• Have a responsible and can-do attitude
• Ability to prioritise workload
• Good at planning ahead
• Remain calm under pressure
• Decision-making abilities
• Time Management
• Authoritative but tactful with it
• Accurate record keeping
• Flexible and adaptable to change and continual improvement

KPIS

• Delivery of EMC customer services
• Management of Systems, Processes and procedures
• Staff Support - Development & training
• Resource and workload management
• Internal E.ON department communication & co-ordination

This role, along with all company roles, has a responsibility to ensure all visitors and operatives in the workplace adhere to the ECS health & safety policies and procedures.

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