Technical Customer Support Lead - Solar/EV/ Battery

Job Description

About the role

Role requires candidate to work 5 days from office, weekend shift as needed and in night shift. Candidates unwilling for mentioned timings need not apply.

What you will be doing:

Team Management

Lead and mentor team members to deliver results consistently

Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team

Manage multi-layer squad and their performance through on-the-job coaching and mentoring

Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs

Create a fun-engaging-inspiring working environment that encourages personal responsibility, mutual support, trust, and respect

Project Management

Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively

Analyze support metrics and processes while developing more effective techniques and strategies as needed

Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk

Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

Execution

Identify critical insights and provide improvement recommendations to product teams

Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization

Participate in hiring drives and onboard eligible candidates

Stakeholder management

Collaborate with different cross-functional supervisors and managers

Identify operational issues and help improve processes performance

Who you are and what you bring

Should be a Graduate – B.E/ B.Tech Graduate

Should have a minimum of 5 years of experience in n multi-channeled support environment with a minimum of 2 years as a supervisor managing a minimum of 10 reports

Strong verbal and written communications skills in English is a must

Computer literate (PC skills essential, Mac OS desirable)

General understanding electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable

Good Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers

Project management experience is a bonus.