SAPIENT Center Lead

Location: Peachtree Corners, Georgia, United States. The SAPIENT Center is based in Norcross, Georgia. Initial operating hours are 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday, with potential expansion to 24/7 coverage.

Company

hirify.global is a global technology company operating in more than 20 countries and developing engineering, sensor, analytics and monitoring products for power, rail and other scientific and industrial applications.

What you will do

• Lead daily SAPIENT support operations, build team capacity and ensure consistent delivery of monitoring, analytics and fault location services.
• Develop workflows for alarm review, event assessment, investigations, customer notifications and service reporting, while managing KPIs, SLAs and service continuity.
• Lead, coach and develop Incident Support Engineers and Fault Analysts, including performance management, recruitment, onboarding, training and career development.
• Build relationships with utility, industrial and North American customers; manage communications, reviews, visits, demonstrations and escalations through resolution.
• Review asset data and alarms, coordinate technical investigations, and translate findings into accurate reports and practical recommendations.
• Drive process improvements, standard operating procedures, reporting frameworks, dashboards and best-practice adoption as the SAPIENT service expands.

Requirements

• Bachelor’s degree in Engineering, Technology, Business or a related discipline, or equivalent industry experience.
• Proven experience establishing processes and leading technical support, service delivery, operations or customer support teams.
• Experience in utilities, power systems, industrial technology, telecommunications or a similar technical environment.
• Strong customer-facing experience and the ability to manage stakeholder relationships.
• Demonstrated ability to lead and motivate teams in a fast-paced environment.
• Excellent analytical, organisational and problem-solving skills.
• Excellent verbal and written communication, presentation and stakeholder management skills, including the ability to explain technical information to non-technical audiences.
• Understanding of electrical asset monitoring and condition assessment principles, data-driven decision-making, process improvement, planning and prioritisation.

Nice to have

• Knowledge of transformer condition assessment, including dissolved gas analysis, partial discharge and bushing monitoring.
• Familiarity with generator condition monitoring, overhead-line monitoring or related electrical asset applications.
• Experience managing operational or shift-based teams, including extended-hours or 24/7 coverage planning.
• Experience recruiting and developing technical teams.
• Experience managing SLAs, service performance reporting and customer service reviews.
• Relevant asset management, condition monitoring or service management qualifications.
• Experience supporting software-enabled products or managed services.

Culture & Benefits

• Values collaboration, people development, continuous improvement, active listening and doing the right thing.
• Works with Product, Engineering, Customer Success, Commercial, Technical Support and Field Services teams.
• Provides the opportunity to build capability from an early-stage operation and support the global expansion of the SAPIENT service.
• Service coverage may expand from weekday business hours to 24/7 as customer demand grows.