Associate Manager.IT EUC

Work Mode: Onsite

Opportunity

As the Associate Manager - IT, EUC, you will be responsible for ensuring exceptional technical support and service delivery to our associates across all departments. Reporting directly to the Global Lead of Associate Experience, you will lead a team responsible for providing efficient, timely, and effective support to end-users, ensuring optimal productivity and seamless operations within the organization.

Specific Responsibilities

• Oversees the delivery of high-quality technical support services to end-users, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Continuously evaluates and improves support processes, workflows, and procedures to enhance efficiency and user satisfaction.
• Monitors and analyzes support metrics and trends to identify areas for improvement and implements proactive solutions.
• Coordinates the resolution of escalated technical issues and incidents, ensuring timely and effective resolution while minimizing business disruptions.
• Establishes protocols and guidelines for handling critical incidents, ensuring swift response and resolution.
• Collaborates closely with cross-functional teams, including IT, HR, and Operations, to understand end-user needs and aligns support services accordingly.
• Acts as a liaison between the support team and other departments, ensuring effective communication and a customer-centric approach.
• Stays up-to-date on emerging technologies and industry trends related to end-user support services.
• Drives the adoption of new tools, technologies, and systems to enhance the delivery of support services and streamline operations.

Skills/Requirements

• Bachelor's degree in computer science, information technology, or related field required, with a preference towards a master's degree and/or certification in IT Service Management (ITIL/HDI).
• 5+ years of experience within End User Support or IT Service Delivery. In-depth knowledge of ITIL framework and best practices in service management.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Why Work at Kohler Energy ?
For more than 100 years, Energy has been an innovative leader in energy resilience, starting with the first modern generator, the Kohler Automatic Power & Light, launched in 1920. Through a combination of organic and acquisitive growth, Energy is now positioned as the third largest producer of power solutions for consumer and industrial customers worldwide. The product range includes engines, generators, power conversion, UPS systems, EV components and electrification solutions, microgrid controls and management, clean energy solutions, and much more that serve a broad spectrum of OEM, residential, industrial, and commercial customers.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

About Us
Beyond the competitive benefits and compensation, Kohler Energy proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at https://kohlerenergy.com/who-we-are.

It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact EnergyJobs@kohler.com. Kohler Energy is an equal opportunity/affirmative action employer.

We invite you to learn more about equal employment opportunity by reviewing the Federal EEO is the Law and the EEO is the Law Supplement .