Head of Customer Solution Center

About the Role

Lead and develop the Customer Solution Center for the US & Canada, driving exceptional customer experiences, operational excellence, and continuous organizational growth. Oversee technical support, warranty processes, and project delivery while designing and implementing training programs that enable utility and distributor partners to successfully deploy and support Diehl Metering solutions.

Define and drive the regional technical strategy for metering, AMI, software, services, and integrated solutions, ensuring alignment with customer needs and business objectives. Partner closely with Sales and global teams by providing technical expertise for customer proposals, tenders (RFP/RFQ/RFI), new product introductions, and strategic growth initiatives.

Act as Diehl Metering’s technical ambassador within the industry, representing the company in key associations, monitoring market and technology trends, and influencing future industry standards and requirements.

Responsibilities

• Lead, mentor, and develop the US-wide Customer Solution Center team, fostering a high-performance culture focused on customer satisfaction, continuous improvement, technical excellence, and employee growth.
• Oversee technical support, warranty processes, and project delivery across the US & Canada.
• Design and implement training programs for utility and distributor partners.
• Provide technical expertise for customer proposals, tenders (RFP/RFQ/RFI), new product introductions, and strategic growth initiatives.
• Represent Diehl Metering in key industry associations and influence future industry standards.

Requirements

• Bachelor's degree in Engineering, Business, Information Technology, or a related field, or an equivalent combination of education and experience.
• Minimum of 5 years of experience in the utility industry with strong expertise in water metering and AMI systems.
• Minimum of 7 years of leadership experience managing technical customer support or service organizations.
• Proven track record of building, developing, and leading both local and geographically dispersed teams to success.

Skills

• Excellent verbal and written communication skills, with the ability to build trusted relationships and influence stakeholders at all levels.
• Demonstrated success in launching and supporting new products and solutions.
• Strong presentation, facilitation, and training skills for effective knowledge transfer.
• Strong computer literacy and technical aptitude, with the ability to quickly learn and use a wide range of software applications, support tools, databases, and business systems.

Schedule

Full time, permanent position. Remote working possible, with office located in Lisle, IL.

Benefits

• Professional and personal development opportunities.
• Family-owned company culture.
• Company pension plan.
• Extra vacation days.
• Company mobile and laptop provided.