Client Success and Service Operations Lead

Client Success and Service Operations Lead

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Dice is the leading career destination for tech experts at every stage of their careers. Our client, Smart Synergies, is seeking the following. Apply via Dice today!

• Serve as the first point of contact for client inquiries concerning power systems, transformers, switch gear, and related technologies.
• Log, track, and manage service tickets through Salesforce with exceptional accuracy, ensuring all case notes, priorities, and resolutions are fully documented.
• Liaise with service technicians, engineering teams, and operations management to troubleshoot and resolve technical issues.
• Conduct investigation and analysis of escalated cases, identifying root causes and implementing both corrective actions and future prevention measures.
• Keep clients informed throughout the resolution process by providing transparent and timely updates.
• Manage warranty and service obligations, ensuring compliance with internal SLAs and client agreements.
• Recognize recurring issues, contributing feedback and process improvements to enhance overall service delivery.
• Develop after-action summaries and executive updates highlighting key findings, trends, and performance metrics.

• Bachelor's degree or equivalent professional experience, ideally 5–10 years in customer support or project operations within the electrical or power generation sector.
• Deep familiarity with electrical systems, specifically transformers and switchboards (hands‑on or field understanding preferred).
• Proficient in Salesforce (minimum of five years), comfortable handling case workflows, reporting, and customer data management.
• Highly organized, detail‑driven, and efficient at balancing multiple concurrent cases.
• Exceptional communicator adept at simplifying technical details for diverse audiences.
• Calm and thoughtful under pressure, with strong analytical and follow‑through capabilities.

• Background in electrical engineering, field service, or technical customer operations.
• Certifications in service excellence, process improvement, or troubleshooting frameworks such as Six Sigma or ITIL.
• Previous exposure to service scheduling or technician coordination tools.

Mid-Senior level

Full‑time

Management and Manufacturing

Software Development