Job Description

This position is for a technical, self-motivated professional to engage with Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues, work on system upgrades, and other customer system related projects. The primary performance indicator is completing a specific number of AclaraONE and other, related customer system upgrades. The technical support group is part of Aclara, which is part of the Hubbell Utility Solutions division with offices in multiple locations.

The Technical Services Supervisor is responsible for overseeing a team that providessupport to Aclara Customers on our products, services, and carries out technical projects like software updates and monitoring our hosted environment customer systems. The Technical Services Supervisorensures that Service Level Agreements (SLAs) and KPIs are met by defining and tracking individualand team goals and deadlines. The Technical Services Supervisor mentors and develops thetechnical services staff to meet the needs of our customers to ensure competence on new and existing products and services. This role will influence others within the technical services group to aid in prioritizing their work, setting standards, and achieving consistent outcomes for customer system upgrades and related projects.

The Technical ServicesSupervisor will also participate on special projects to resolve customer issues and implementenhancements to Aclara products and services.

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A Day In The Life

• Plan, prioritize, coordinate, and complete needed AclaraONE upgrades for customers’ environments
• Update and maintain all related process documents related to the AclaraONE upgrade process
• Ensure compliance with Aclara maintenance and hosted maintenance agreements through timely response and issue resolution
• Own customer issues and provide consistent communication to customers throughout resolution process that may involve other internal groups or external vendors
• Understand the audience and communicate technical information in an understandable way to customers in various utility roles (e.g. field, office, management, executive)
• Contribute to the creation and maintenance of content within our product knowledgebase to drive customer self-service and to expand available technical knowledge for employees
• Collaborate internally with colleagues and management across departments to resolve issues, and to improve Aclara products
• Influence and guide technical services related processes and best practices, make suggestions for improvements, and train others on related upgrade, and product related needs
• Develop goals and metrics to correlate with success in meeting department and company objectives.
• Write and execute quarterly and annual performance reviews for all direct reports.
• Review and approve time sheets and expense reports for all direct reports.
• Keep management informed of the progress and needs of the team via regular status reports and/or meetings.
• Have a full working knowledge of the operation and maintenance of one or more Aclara product lines.
• Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system.
• Coordinate and communicate design deficiencies, customer concerns and quality problems to the proper departments.

What will help you thrive in this role?

• Bachelor’s Degree in an Engineering/Technology or related field OR Associate’s degree in an Engineering/Technology field with five years of related experience OR seven years of related experience in lieu of degree
• Three years of customer-facing support experience in a related technical capacity
• Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint
• Experience with Oracle PL/SQL, UNIX/Linux
• Experience in use of SalesForce for customer support and knowledge article processes
• Effective written and verbal communication skills
• Ability to clearly and accurately communicate detailed technical information to users with various levels of technical understanding
• Able to meet deadlines and thrive in dynamic work environment
• Outgoing, personable, and enjoy working directly with customers and vendors
• Self-motivated and able to work effectively alone as well as part of a team

PHYSICAL DEMANDS:

• Ability to sit or stand for extended periods

Hubbell Incorporated

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.

Hubbell Utility Solutions

Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications. HUS provides the critical components that allow the grid to reliably transmit and distribute energy, as well as the communications and controls technologies to make the grid smarter and more flexible.

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.