Manager-Technical Support

Manager-Technical Support

About The Role 

As a member of the Customer Support department and reporting to the Director, Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving platform issues, data flows, networking, communication failures, and KPI calculations for the customer assets.

This role is responsible for overseeing the technical support team to ensure efficient operations and exceptional customer service aligned with our 24/7 Global Support Team. Additionally, it involves managing support processes, enhancing team performance, documentation preparation and maintaining a high standard of technical issue resolution. Finally, it involves managing a small team of technical support specialists. 

What You Will Be Doing

• Lead and manage a team of Technical Support specialists. Provide guidance, training, and mentorship to ensure excellent customer service and technical expertise as well as cultivate a positive work environment, strengthen teamwork, and knowledge sharing to ensure their professional development and function.
• Collaborate with your team to troubleshoot and resolve complex technical issues related to CLIENTs products and other services within. Analyze problems, identify root causes, and implement solutions and making sure to incorporate best practices that are aligned with the Product roadmap and technology considerations Interact with customers as well as the technical support team to understand their challenges and requirements. Provide clear and concise explanations of technical concepts in writing and verbally to our customers on the resolution of tickets via email, meetings or conference calls.
• Manage and escalate high-priority and critical customer issues to appropriate levels within the organization.
• Perform standard personnel management responsibilities to support team member development, goal setting, annual performance reviews as well as vacation and paid time off approvals.
• Coordinate the day-to-day work of a technical support team focused on successfully maintaining the customer assets on CLIENTs products.
• Ensure accurate documentation of technical issues, solutions, and best practices. Maintain a knowledge base to aid in efficient issue resolution and to facilitate continuous learning.
• Continuously evaluate and improve technical support processes to enhance efficiency and customer satisfaction. Identify trends in support requests and work with relevant teams to address recurring issues.
• Co-operate with the rest Technical Support Managers and your Director to improve technical support processes and documentation
• Serve as a technical expert on CLIENTs platform with our customers for data-related issues, such as data flow issues, KPI calculations, and software logic.

What You Will Need To` Be Successful

• Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred).
• Minimum of 5 years of experience in a technical support role in the renewable industry or operations & maintenance (O&M).
• Extensive knowledge of Freshdesk as well as Technical Support ticketing workflows.
• Previous working experience in project management, schedule management, risk management, and issue resolution.
• Good understanding of renewable energy sources: Such as Wind, solar, and energy storage systems
• Knowledge of data acquisition systems, SCADA. Ability to interpret networking, data flows, and electrical diagrams.
• Knowledge of common industrial communications protocols like Modbus RTU/TCP, OPC DA/UA, and DNP3.
• Understanding of OSI Softs PI system and SQL Database.

Preferred Experience

• Minimum of 2 years' experience as a lead or manager of a technically focus team
• Knowledge of SQL, Python, or other scripting tools to perform data analysis.
• Knowledge of Linux

Competencies -Technical Skills

• Technical Knowledge and Expertise. A deep understanding of the products, services, or systems being supported is essential.
• Troubleshooting. This includes researching problems, following procedures, and using relevant tools.
• Software Proficiency. Support team members should be proficient in using relevant software and tools, such as CRM systems, ticketing systems, diagnostic tools, and communication platforms.
• Product Knowledge Management. Managing and updating knowledge bases is critical for providing consistent and accurate information to customers or colleagues.
• Innovation. Innovation is a valuable competency for support team members, enabling them to find creative solutions to customer issues and improve internal processes.

Leadership Skills

• Communication. Effective communication fosters understanding, trust, and collaboration within a team.
• Emotional Intelligence. It's vital for building strong relationships, resolving conflicts, and making empathetic decisions.
• Decision-Making. Leaders need strong decision-making skills, including analyzing situations, weighing pros and cons, and making informed choices.
• Adaptability. Leaders should be open to new ideas, pivot when needed, and help their teams navigate change effectively.
• Inspiring and Motivating. Leaders set a compelling vision, set clear goals, and provide encouragement and recognition.