Technical Support Manager

A critical company position, the Manager Technical Support, escalation resource for Customer Support, and liaison between Claims and Tech; serving as a liaison for technical questions from our customer base requiring strong communication skills and the ability to understand and troubleshoot problems remotely.

A successful candidate must be able to:

Providing technical leadership in a fast-paced customer support environment which requires the ability to examine, question, and troubleshoot technically complex issues.

Coordinating with the training team to ensure the smooth ramp up of new technical support members and new hires.

Representing your customer's problems accurately and effectively to the tech bench team; as well as taking the lead to truly understand the more complex customer issues.

Assisting the Resolution Specialist on the decision to return the customer's product to our technical bench team as well as taking point on secondary troubleshooting support with the customer on returned products that have no problem found.

Designing and implementing new processes and procedures to better service our customers and ensuring those are rolled out and executed at a high level by the Technical Support team.

Ensuring that all working hours are properly staffed by members of the Tech Team.

All others duties as assigned. A successful candidate will demonstrate:

An unwavering commitment to the empathy of the customer. Solar theory is a very complex topic, put yourself in their shoes, and create a positive outcome.

The ability to be a critical thinker that can research and verify information provided through manuals, or with the engineering and technical bench teams.

A willingness to collaborate with members outside of the technical support teams including sales, design, engineering with empathy to their priorities and balancing them with your own.

Ability to prioritize the 40-hour work week for yourself and your team to ensure flexibility to address interruptions while being able to maintain the priorities of the role. Qualifications:

Electrical Engineering/Tech Degree or equivalent.

2 -4 years of experience in technical customer service.

Experience in remote and web-based support tools.

2+ years of experience leading a team of skilled individuals.

Experience with a Customer Service Management system is a plus.

Willingness to get NABCEP certified within the 1st year of employment. EEO Statement:

EG4 Electronics is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.