COMPANY BACKGROUND
ZIV Automation provides advanced technologies for Power Utilities internationally, specializing in smart grid applications, substation automation, distribution automation, and renewable integration. Its offerings include Control, Protection, Metering, Communications, and Active Network Management systems. As a market leader in renewable energy integration, ZIV is recognized for its innovation and reputation for delivering reliable and high-quality solutions.
JOB DESCRIPTION
The Support and Maintenance Manager is responsible for ensuring the seamless operation, support, and upkeep of our software and hardware systems. This role serves as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly. The ideal candidate will possess strong organisational skills, technical expertise, and a proactive approach to problem-solving.
KEY RESPONSIBILITIES
Support Coordination
* Act as the primary point of contact for support requests.
* Attend client and supplier meetings as the company's support representative.
* Triage incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams.
* Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.
Maintenance Management
* Schedule and oversee contracted maintenance activities, ensuring minimal disruption to operations.
* Coordinate with suppliers and internal teams for system updates, upgrades, and repairs.
* Maintain accurate maintenance records.
Problem Resolution
* Investigate and resolve recurring issues by collaborating with cross-functional teams.
* Analyse trends in support requests to identify opportunities for system or process improvements.
* Escalate complex problems to higher management or specialised teams as needed.
Documentation and Reporting
* Develop and maintain detailed documentation for support processes, system configurations, and maintenance schedules.
* Generate regular reports on support metrics, system performance, and maintenance activities in accordance with contracts held with clients.
* Provide insights and recommendations based on data analysis.
Stakeholder Engagement
* Attend stakeholder meetings as the company support representative.
* Liaise with stakeholders to understand system requirements and ensure alignment with organisational goals.
* Communicate effectively with technical and non-technical teams to provide updates and gather feedback.
REQUIRED QUALIFICATIONS AND SKILLS
* BTEC HNC or higher in a relevant field (e.g., Electrical Engineering, Information Technology, or related discipline).
* Proven experience in a support or maintenance coordination role.
* Strong technical aptitude with familiarity in systems maintenance, electrical engineering, IT support, or similar domains.
* Excellent organisational and time management skills.
* Proficiency in using support ticketing systems and project management tools.
* Exceptional communication skills, both verbal and written.
PREFERRED QUALIFICATIONS AND EXPERIENCE
* Experience in supplier management and contract negotiation.
* Familiarity with electrical substations and/or distribution.
* Background in data analysis and reporting.
KEY COMPETENCIES
* Problem-solving mindset with a proactive approach to challenges.
* Good communication skills and ability to deal confidently with customers.
* Ability to work under pressure and manage multiple priorities.
* Strong attention to detail and commitment to quality including the production of high-quality documentation.
* Collaborative and adaptable with a customer-focused attitude.
WORK ENVIRONMENT
This role can be office-based or flexible hybrid with the requirement that the person will attend ZIV's Gateshead office when necessary. There will be occasional travel to supplier or client sites. The candidate should be comfortable working in a dynamic environment that requires flexibility and responsiveness.
REPORTING LINE
The Support and Maintenance Manager will report directly to the Operations Manager and work closely with the Engineering teams.
WHY JOIN ZIV AUTOMATION
As a leader in renewable energy integration and smart grid solutions, ZIV Automation offers a collaborative environment for experienced professionals. You will have the opportunity to work on cutting-edge projects, contribute to global energy solutions, and grow your career alongside industry leaders. If you are passionate about engineering excellence and thrive in a challenging, innovative environment, and are excited to get involved in a thriving industry, we encourage you to apply.
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