The Role
We are currently looking for an individual with the ability to balance his/her own billable contributions with that of daily team supervision and with the passion to develop a team of engineers and/or technicians with increasing capabilities for delivering a breadth of support and project delivery focused on customer outcome.
This role is expected to involve various aspects of onboarding, operational supervision, service quality assurance, and commercial support with the department manager, and associated Account Managers and Customer Success. As the Lifecycle Solutions Engineering Supervisor you will focus on lifecycle contract delivery and associated “expand” OpEx projects, while providing coaching of direct reports while also navigating across various cross functional teams for a total solution.
This role will be based out of the Clifton Park, NY.
What You’ll Do
- Technical leadership and oversight of all work being performed by direct reports. Engages in direct report’s service delivery and projects to ensure high levels of quality, acceptable cost, timely schedules, and customer satisfaction.
- Resource Management support - Work with IT/OT Managers, Project Management, and Sales, to fill the engineering needs of all contract services and MRO lifecycle projects as assigned for the business unit with qualified engineers – both with internal candidates as well as with contracting where appropriate.
- Work with the IT/OT department leadership to understand and help provide skills and manpower forecasts to meet project demands in the 1-3 year time frame.
- Develop the competencies of the IT/OT team through the effective use of individual development plans; establish career paths for the team in conjunction with the IT/OT Manager/Director.
- With support by the IT/OT Contracts Coordinators and department Manager, manage day to day service calls and scheduled maintenance with New England and/or New York customers.
- Collaborate as needed with the PMO on any resource scheduling for projects that may require IT/OT engineering support.
- Participate and/or lead in the roll-up of services and project proposals and estimations to ensure the appropriate expectations are set while bidding projects.
- Participate with the IT/OT Managers and/or Account Managers/CSM in customer automation system life planning consultations to help drive project opportunities or other KOB3 growth, and in parallel ensuring customer technology adoption and realized value.
- Ensure direct reports are following all quality and safety procedures.
- Ensure direct reports follow NECI procedures including, but not limited to, the NECI time entry, connected work policy, expense entry, service portal data upkeep, and others as required.
- Review and approve vacations while maintaining adequate customer support coverage.