Itron is revolutionizing how utilities and cities manage energy and water. We are committed to creating a more sustainable, resourceful world. Join us. Within the EMEA Services team, the support SME is fanatical about customer experience, they have a strong understanding and regional ownership of global customer support processes (tools, customer contact, SLAs, …) and assist EMEA teams in establishing and managing customer support activities for all Itron solutions across Devices, Networks, and Outcomes portfolios. The EMEA support SME is an active member in maintaining global support tools and processes that provide structured procedures to uniformly handle EMEA customer requests. The role represents the EMEA team during the coordination of support-related initiatives with Global Customer Support Services teams and other departments. They bring expertise around the CRM tools (currently Salesforce) and provide guidance to the regional support services team in order to consistently apply processes, track progress, and deliver reporting. Act as a central point of contact among all the teams (local or global) and ensure appropriate information is shared with the various stakeholders. Responsibilities Ensure the customer services provided and processes followed position Itron as a world-class support organization. To ensure the coordination of support-related activities with the help of the necessary regional and global cross-functional teams. Ensure consistent application of support processes and tools is utilized by regional teams and provide guidance to the users. To be an active participant in projects or initiatives that have an impact on customer support processes. To coordinate the necessary reporting to internal customers (mainly support performance and SLAs reporting) and to measure performance results as an ongoing indicator of service levels. Ensure up-to-date and relevant documentation and also continuous improvement of the related processes and procedures. Mentor, coach, and train support team users on all aspects of customer support processes and tools (remote or on-site). May act as liaison between 1st & 2nd Level Support Teams and other relevant functions of Itron when necessary to improve support processes. Build and leverage a strong network of contacts across regional and global support Teams Maintain current knowledge of Support Best Practices Ensures regional support teams are properly trained or informed on support CRM and associated processes implementation or changes. Requirements Bachelor's degree in a related field or equivalent experience Extensive experience in providing strong customer service, ideally across a portfolio of high-complexity products/solutions Proven experience in customer support process management within an international environment. Experience in defining and maintaining process-oriented workflows. Experience and knowledge in using CRM tools to deliver customer service (preferably Salesforce) Proven leadership, analytical, organizational, and problem-solving skills. The successful candidate should be able to describe several situations in which these skills have been put to good use. Strong English language skills. What we offer iFlex: flexible hybrid working solution in the following countries: United Kingdom, Ireland, France, Hungary, Spain, Italy, Germany, Czech Republic, Poland, Sweden, and Belgium. Additional benefits differ from the country the role is filled in. Opportunity to actively take part in the transformation of cities and utilities for smarter management of critical resources. International and multicultural working environment, which provides a unique opportunity to improve the way we support our customers by interacting with colleagues and partners from all around the world. Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience. Itron is proud to be an Equal Opportunity, Affirmative Action Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibilityitron.com. Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services. We are dedicated to creating a more resourceful world.