[ref. q01209504] Technical Support Manager (Renewable Energy Sector - Johannesburg/Hybrid)
Technical Support Manager (Renewable Energy Sector - Johannesburg/Hybrid)
Reports to: Head of ExperienceLocation: Johannesburg
Job Type: Permanent
Workplace: Hybrid
Salary: R35,000.00 - R45,000.00 + Group Life Insurance (Based on experience, skill, and in relation to your current package)
About the Company
A leading renewable energy company in South Africa, committed to providing sustainable and efficient solar solutions. The organization offers a seamless transition from grid to solar through affordable finance options and lifetime support for each system.Customer satisfaction is a top priority, reflected in exceptional reviews and ratings.
The company is dedicated to reducing its carbon footprint and creating a cleaner future. Employees are valued as key assets, with a strong internal promotion culture and benefits including unlimited leave, paid parental leave, and attractive life cover.
Job Summary
Seeking a Technical Support Manager with a solid background in electrical and solar systems. The role involves leading the technical support team, resolving complex technical issues, collaborating with operations, and ensuring excellent customer service.
Key Responsibilities- Provide expert guidance on solar and electrical troubleshooting.
- Ensure the technical support team is equipped to handle complex queries.
- Collaborate with the operations team to resolve performance issues.
- Lead, mentor, and train technical support staff.
- Prioritize tasks based on system-critical issues.
- Monitor support tickets and escalate when necessary.
- Analyze system data to identify inefficiencies or potential failures.
- Offer real-time support to technicians and installers.
- Develop documentation to improve resolution rates.
- Communicate updates and improvements to teams and customers.
- Incorporate feedback into process and training improvements.
- Fast-Paced & Solution Driven: Requires strong organizational skills.
- Customer Focused: Regular interaction and problem-solving with clients.
- Collaborative: Work with cross-functional teams for seamless support.
- Customer Centric: Tools and support provided to exceed client expectations.
- Innovative: Encouragement to develop creative service solutions.
- 3 to 5+ years in technical support or electrical/solar operations.
- Electrical or Solar PV Certification (preferred).
- In-depth knowledge of solar systems, inverters, and energy storage.
- Experience with QMS (advantageous).
- Skilled in Excel, data analysis, and KPI tracking.
- Strong problem-solving and leadership skills.
- Technical expertise in solar PV and electrical systems.
- Team guidance and technical support leadership.
- Sound decision-making and critical thinking.
- Clear communication with all stakeholders.
- Customer-first approach to problem-solving.