Service Manager

Overview

At Landis+Gyr
, we don’t just manage energy—we lead the transformation toward a smarter and more sustainable energy future.

With a net revenue of USD 1.73 billion in FY 2024
, and a presence in over 30 countries across five continents, Landis+Gyr empowers utilities and consumers to optimize energy usage through advanced metering, grid-edge intelligence, and powerful data analytics.

Today, our global team of about 6,300 professionals is shaping the digital energy era—developing innovative technologies that support decarbonization, grid modernization, and real-time energy insights. Our record USD 4.6 billion order backlog and strong book-to-bill ratio reflect long-term confidence in our mission and solutions.

Join us at Landis+Gyr,
where we manage energy better!

The Premium Service Manager provides in-depth, on-site technical support for management of technical projects and issues associated with Landis+Gyr systems which are assigned by the Landis+Gyr program management team and/or the customer’s management team. This role typically supports 1 (or more) very large customers (>1 Mn endpoints) who have deployed L+G AMI and /or MDMS and /or other components of the AMI system, such as DA, ALM, AGA, etc.

The Premium Service Manager is responsible for driving resolution to technical issues and engaging and escalating to other departments, including L2, L3, Product Support, Engineering, Infrastructure, and other teams, when applicable. The incumbent is responsible for fully documenting the resolution in internal systems as applicable and for assisting the customer in understanding and implementing the proposed solution. The position requires strong customer service and communication skills, knowledge of utility business functions, and knowledge of the deployed L+G systems.

• Database queries and detailed investigations to support case management. Hands-on device management, including network configuration, firmware updates, software update support including Command Center, Radio Shop, and Tech Studio updates, field and lab testing support, test script development and execution, AMI lab and test environment support. The Premium Service Engineer will respond to technical inquiries, provide in-depth support to the customer and project teams, and provide network monitoring and troubleshooting.
• Provide day to day operational direction to other Premium Service resources assigned to the project
• Participate in weekly customer calls supporting the technical issues, including preparation of presentational items
• Assist the customer in support of future planning involving the L+G products & services
• Provide support for PM assigned to the account and keep up to date on technical issues and resolution
• Lead SGS service activities in support of their assigned customers as well as other L+G customers when required
• Support creation of Standard Operating Procedures (SOP) for technical elements of the system that are effective and repeatable;
  Directs and executes system upgrades including the network with new software releases
• Provide functional and operational enhancement recommendations into the New Product Introduction (NPI) process based on client feedback
• Directs & implements new firmware, Device Control Word (DCW), and software releases with customer programs
• Proactively gather all data needed to provide to L3/Engineering before escalating issues
• Demonstrate Tier 2 knowledge in operational AMI activities and troubleshooting. Review escalated cases and provide feedback to streamline cases going to L3.

• Supports and adheres to Company’s core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to Company’s Code of Conduct and Ethics Policy.
• Represents Company in a positive, professional manner when working with both internal and external customers.

• Required Skill Set:
• Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
• 3-year minimum Landis+Gyr AMI product working knowledge (Command Center, MDMS,…