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About the Role

Lead and manage the global Dynalite System Expert team to ensure technical knowledge supports partners and customers with troubleshooting and performance optimization, delivering a seamless end-to-end experience. Oversee customer engagements across content, training, and support, while coordinating cross-functional issue resolution. Drive key business support enablers for Dynalite’s growth, including training programs, support ticketing systems, knowledgebase development, and chatbot initiatives. Manage the UAT team to ensure solutions meet business requirements, defining and adhering to clear acceptance criteria for quality outcomes and alignment with customer expectations.

Responsibilities

Develop and oversee tools, resources, and training programs to facilitate technology implementation and ensure seamless resolution of customer issues.
Maintain and continuously improve knowledge-sharing platforms, including AI chatbots, knowledgebases, analytics, and automated ticketing systems.
Analyze customer tickets and feedback to identify common trends and themes; undertake root cause analysis to define required improvements for the roadmap.
Create and manage training content, including on-demand modules and “train-the-trainer” materials.
Work closely with the Training Manager/Specialist to ensure timely delivery of training materials.
Lead and manage the UAT team to ensure solutions align with business requirements, with clear acceptance criteria defined from project initiation.
Oversee end-to-end testing, validate workflows, and coordinate defect resolution prior to release.
Ensure quality assurance of R&D deliverables before release to market.
Lead and manage the System Experts, ensuring deep technical mastery across solutions.
Manage end-to-end customer engagement across content, training, and support, coordinating cross-functional teams to resolve customer issues.
Provide input to the platform portfolio board to support roadmap prioritisation decisions.
Build and maintain a strong network of subject matter experts across architectures.
Participate in NPDL projects, software releases, and testing cycles; advise on gate decisions and attend CCB and System Release meetings.
Proactively analyze the installed base and identify potential issues ahead of customer impact.

Requirements

Strong technical expertise in lighting controls or similar systems.
Experience delivering and maintaining projects onsite.
Proven experience leading teams, ideally across multiple geographies.
Experience developing and guiding technical specialists.
Experience in delivering and optimizing support, knowledge and/or training structures for internal and external stakeholders, with a focus on scalability and continuous improvement.
Strong customer focus, stakeholder engagement, and problem-solving capability.
Valid Australia working rights.

Skills

Dynalite
Troubleshooting
Performance optimisation
Customer support
Training
Knowledgebase development
Chatbot initiatives
User Acceptance Testing (UAT)
Root cause analysis
AI chatbots
Knowledgebases
Analytics
Automated ticketing systems
System design
Commissioning
Functional validation
NPDL projects
Software releases
Testing cycles
CCB
System Release meetings

Location

Australia

Work Type

Full-time

Experience Level

Management
Leadership

Benefits

Coaching
Mentoring

About the Company

Signify leads the lighting industry through bold discovery and cutting-edge innovation, focusing on connected lighting and the Internet of Things.
The company is breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.
Signify has a legacy of over 125 years and is committed to achieving bolder sustainability goals.
The company fosters a culture of continuous learning, creativity, and commitment to diversity and inclusion.
Signify operates in over 70 countries with a global workforce of 27,000+ people.
The company is dedicated to creating an inclusive environment where every voice is heard and valued.

Equal Opportunity

Commitment to diversity and inclusion empowers you to grow your skills and career.
Dedicated to creating an inclusive environment where every voice is heard and valued.