Lead Level 3 support activities across the NAM region, including remote diagnostics, incident analysis, corrective action planning, and on-site expert interventions.
Perform root cause analysis for complex technical issues and provide structured reporting to factories and customers.
Use corporate digital tools and IoT platforms for remote diagnostics and performance monitoring.
Support the deployment of firmware, software, technical upgrades, and engineering modifications in the field.
Maintain deep expertise across Socomec Critical Power portfolios, including UPS, PCS, BESS interfaces, STS, and associated monitoring systems.
Promote and enforce strict safety procedures across all service operations.
Support continuous improvement of escalation and de-escalation processes following PDCA and A3 methodologies.
Contribute to standardization of service procedures and technical instructions for technicians and partners.
Coordinate technical escalations between TOS, PLM, R&D engineering, and customers.
Track open issues, ensure timely follow-up, and document actions and resolutions.
Represent NAM in PLM, TOS, and TAS technical meetings and provide weekly feedback to internal teams.
Contribute to new product development reviews to ensure after-sales and serviceability requirements are integrated.
Own the knowledge management process for NAM, including technical documentation, field bulletins, and service instructions.
Define training needs, design training programs, and ensure proper curriculum alignment with HQ standards.
Deliver advanced and expert-level training for technicians, distributors, and subsidiaries (CIM Levels L3 and L4).
Ensure PROTEUS data accuracy and maintain training indicators and records.
Support digital training content development (e-learning, 3D modules, virtual simulators).
Provide high-quality remote technical support through ticketing systems and direct customer communication.
Maintain strong relationships with key customers, distributors, and subsidiaries to ensure consistent technical performance.
Support technical discussions during project commissioning, site acceptance testing, or major system upgrades when required.

Requirements

Strong and successful experience leading and motivating
Mentoring, collaboration, influencing, and negotiation skills
Encourages and demonstrates accountability; focused on meeting business goals
Successfully establishes and maintains long-term relationships
Result oriented and hands on
Entrepreneurial, resourceful, innovative and energetic; demonstrates a passion for results and a winning outlook
Strong verbal and written communication skills with the business acumen to clearly present concepts and ideas
Consistently demonstrates the highest level of integrity in all interactions and decision-making
Proactively anticipates and actions business needs.

Benefits

Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

root cause analysisremote diagnosticsincident analysiscorrective action planningfirmware deploymentsoftware upgradestechnical modificationsservice standardizationknowledge managementtraining program design

Soft Skills

leadershipmentoringcollaborationinfluencingnegotiationaccountabilityrelationship managementresult orientationcommunicationintegrity