Technical Service Manager

About the Job

As a Technical Service Lead/Manager, you will draw on customer-facing skills, and business and technical acumen to help customers successfully adopt KloudGin products and solutions. You will lead the successful adoption of KloudGin across multiple customer implementations and guide them through the strategic and technical facets of their transformation. Engage with the stakeholders both internal and external to the organization, and articulate technology and product aspects to both business and technical users. Good communication skills with the ability to present technical details to a non-technical audience.

Responsibilities

• Lead a technical team and be responsible for customer and team engagement
• Accelerate customer adoption of KloudGin products by leading the implementation
• Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies
• Ability to perform the role of TSM on support, enhancements, and new Implementations in Field Service Management and Asset Management KloudGin products
• Ability to communicate effectively at all levels within the organization and with delivery partners
• Ownership of continuous improvements, planning the product release features to help customers gain adoption on the KloudGin products
• Ability to analyze, debug customer issues and solve day-to-day issues by providing elegant and timely resolutions
• Communicate effectively, facilitate requirement elicitation, and help translate them to design on customer implementations
• We may need you to be flexible with your work hours
• Ensure customer requirements are understood, prioritized, and implemented in a timely manner
• Understand existing processes and facilitate change requirements as part of a structured change control process
• Work closely with product management in identifying customer needs and requirements, and validate future feature designs
• Collaborate with product engineering in identifying product defects, designing solutions, and testing
• Develop best practices and resources that help accelerate adoption and support initiatives to scale through partners
• Experience and effective in high-stress, challenging customer situations (rebuilding trust scenarios with customers)

Requirements

• 7+ Years of experience leading projects in Core Java, J2ee, JSF, Web services, XML, HTML, and JavaScript
• Should have managed projects (Cloud-based ERP Products) for at least 3 years.
• Experience working with MongoDB will be a big plus
• Experience in setting up the tools and processes required to operate a global delivery center
• Experience in integrations with 3rd party systems and a good knowledge of data modeling would be an advantage
• Ability to understand a project and deep dive to debug issues
• Strong affinity for metrics and a bias toward data-driven decision making
• A self-motivated individual capable of working in a face-paced, startup environment
• Nice to have: Past experience with Work & Asset Management (WAM), Enterprise Asset Management, Field Service Management, and Mobile Workforce Management products
• B.Tech, BE, Engineering in Computer Science, Masters preferred Industry

Employment Type

• Full-time