Customer Support and Training Director NAM

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.

Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us!

ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.

• Job Title: Customer Support & Training Director NAM
• Location: Irvine, CA
• Employment Type: full-time
• Work Shift: Hybrid

The Job

Reporting to the VP Customer Success, you will guarantee the smooth running of Customer Support and Training activities on all products marketed by ETAP for North America

Key Responsibilities

Customer Support

• Drive the implementation of the support strategy in North America and for ETAP software (channels, support levels, IT tools)
• Set up and manage the organization to provide fast answers to customers’ queries via the different channels (phone, portal, emails).
• Put in place Customer Satisfaction monitoring and relevant action plans
• Set up performance indicators and a monthly dashboard reporting the Support’s activities. Share the dashboard with the relevant stakeholders
• Analyze problems reported by customers: register anomalies and improvement requests, report anomalies to the Engineering Department, and improvement requests to the Portfolio department
• Contact dissatisfied customers to put in place corrective plans
• Set up interventions on customers’ sites when required

Training

• Drive the implementation of the customer training strategy in North America and for ETAP software (delivery models, content, IT tools)
• Set up and manage the organization to provide efficient training to customers so that they achieve faster time to value with our software
• Schedule training sessions in collaboration with the Sales Department, considering the needs raised by the sales department, the schedule of the trainers, their skills, and the customer’s needs
• Put in place Customer Satisfaction monitoring and relevant action plans.
• Set up performance indicators and evaluate performance to ensure that training is meeting customer needs.

As Head Of The Department:

• Follow up and manage the Department staff (activities, internal communication, training, transfers, recruitment, promotions, …)
• Drive allocation of engineering resources to answer tickets or deliver training
• Manage the skills of your team to carry out the missions entrusted to your department.
• Control the expenses of the department
• Support the Engineering department for testing ETAP products

Essential Requirements

• Bachelor +5 (Master) / electrical engineering ;
• Fluent in English (written and oral)
• Minimum 10 years of experience.

Desired Skills

• Experience in electrical installation design (in a panel builder, engineering or equivalent, equipment manufacturer);
• Practical knowledge of electrical equipment;
• Demonstrate a focus on customer satisfaction.
• Demonstrate excellent organization.
• Be quick and responsive;
• Know how to talk to and mentor your team;
• Ability to meet and maintain service commitments.

ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.