Server

Work Mode: Remote

Location: Remote at Kohler Energy, WI

Opportunity

The Global Service Support Manager, KPS is responsible for developing “Data Center (DC) service readiness strategy”. That includes developing global/regional strategies to provide exceptional service; parts logistics to support this critical end market.

This Position Is Global (Covering NA/ EMEA / SEA / China / India)

Specific Responsibilities

• Understand the “Voice of Customer” and translate it to a technical service requirement. Maintain effective relationships by providing a gracious customer experience. Develop escalation procedures in accordance with a 24/7 service readiness plan and in extreme circumstances make sound business decisions when support functions are unavailable. (Duration for customer answer… 24/7 call center., onsite support, technology etc.)
• Develop a global service strategy working with regional service leaders to support our mission of providing world class service to key Datacenter customers. Keep current on trending and significant issues in a regional/global marketplace by collaborating with senior leadership to provide direction during the strategic planning process. Facilitate teaming with AMPS, local distributors and 3rd party vendors to support global and/or multi-district customers.
• Develop roadmap with investment plans to drive execution of identified strategy (above).
• Collaborate with Spare Parts Division to develop Parts Warehousing Plan
• Service model (Direct, Distribution and/or Hybrid)
• 24/7 Call center to support
• Digital tools to support asset management – (CMMS)
• Manage and negotiate service contracts by collaboration with general counsel and DC Sales team. (Global and Transversal Term Contracts)
• Confirm that a consistent service maintenance plan is executed for all contracted sites.
• Define the commissioning strategy to prepare site(s) for consistency of service
• Install metrics to measure customer satisfaction and adjust strategy as needed
• Define the “metrics” to measure the “readiness” of the distributors and drive the convergence:
• Serviced revenue from DataCenter assets service.
• Manage the recovery plan to upgrade distributor capabilities
• Manage and organize auditing of distributors
• Collaborate with Training division to validate training and tools strategy, assuring strict compliance with safety policies and ensure the adequate resources are available and properly tested.
• Develop and deploy improvement initiatives and sharing of best practices throughout and across the globe.
• Confirm the medium term and the contract with the supplier.
• Communication:
• Present detailed Service Strategy to all key stakholders
• Prepare external communication for distributors and customers
• Collaborate with Marketing to establish the brand identity deployment for Service
• Collaborate with Sales to drive both new and repeat business

Skills/Requirements

• Bachelor’s Degree required, preferably in electrical or mechanical engineering.
• Legally authorized to work in the United States without company sponsorship.
• A minimum of seven to ten years’ experience in project management or engineering role and working with product lines of similar technical complexity.
• Demonstrated people skills required to lead & motivate professionals in a matrix organization who are not direct reports.
• Ability to communicate effectively and equally well with senior corporate executives, engineers and technicians.
• Demonstrated ability to develop and maintain customer relationships and resolve complaints.
• Knowledge of power distribution, control products, as well as field service practices and procedures, employee relations and quality programs.
• Field Service engineering experience in testing and installation of electrical equipment required.
• Knowledge of Power Generation equipment desired
• Electrical power, electrician, generator, or reciprocating engine experience desired.
• This position requires travel, 50% internationally & Domestic.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $122,750 - $156,850. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Work at Kohler Energy ?
For more than 100 years, Energy has been an innovative leader in energy resilience, starting with the first modern generator, the Kohler Automatic Power & Light, launched in 1920. Through a combination of organic and acquisitive growth, Energy is now positioned as the third largest producer of power solutions for consumer and industrial customers worldwide. The product range includes engines, generators, power conversion, UPS systems, EV components and electrification solutions, microgrid controls and management, clean energy solutions, and much more that serve a broad spectrum of OEM, residential, industrial, and commercial customers.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

About Us
Beyond the competitive benefits and compensation, Kohler Energy proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at https://kohlerenergy.com/who-we-are.

It is Kohler’s policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact EnergyJobs@kohler.com. Kohler Energy is an equal opportunity/affirmative action employer.