Supervisor Technical Support – Residential Products

2 Months ago • 2 Years + • Miscellaneous

Job Summary

Job Description

Supervises a technical support team assisting electricians with installing and operating residential energy products. Responsibilities include ensuring team performance meets deadlines and SLAs, maintaining product knowledge, managing phone and ticketing queues, conducting performance evaluations, hiring and training, providing employee guidance, resolving end-user escalations, collaborating with other departments, creating knowledge base articles, and assessing staff experience. Requires 2+ years of relevant technical experience, preferably in renewable energy and battery technology, and prior management experience. Excellent communication and team leadership skills are essential.

Must have:

2+ years Electrical/Energy/Electronic experience
Technical support or call center experience
Management/team lead experience
Excellent communication skills
Team leadership and coaching abilities

Good to have:

Renewable energy and battery background
Additional language proficiency

2 skills required

2 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

problem-solving

Job Details

What to Expect

We are looking for qualified, talented individuals to supervise our growing technical support team. This team is responsible for assisting electricians with installing and operating our products across the region. Our aim is to have the best products on the market, and deliver industry-leading technical support and customer service. The ideal candidates will have both technical acumen and a proven track record of managing multiskilled teams of engineers / technicians / specialists. If you are passionate about sustainable energy and driven to exceed partner and customer expectations, this may be the role for you. The team and this role are based in Amsterdam.

What You’ll Do

Supervise high-profile, support delivery teams to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance
Maintain in-depth knowledge of company products, complex databases, and high-level technical processes
Ensure coverage of phone and ticketing queues where agent responsibilities include analysing, diagnosing, escalating, and troubleshooting issues
Continuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and compliance
Formulate performance improvement plans and make termination decisions as necessary
Conduct interviews, hire, and train new employees
Provide guidance for employees on policies and procedures
Keep overview of end-user escalations and see them through until resolution is achieved.
Closely interact with sales, engineering and other technical leaders to share knowledge and establish interdepartmental processes
Create new knowledge base articles and update them as processes evolve
Assess and refine the staff experience to maximise efficiency while maintaining a high level of positive motivation
Evaluate escalated issues with installed residential energy products and work in a creative, pro-active manner to resolve

What You’ll Bring

2 years Electrical, Energy or Electronic background related technical experience
Work experience in technical support or call centre environment within renewable energy and battery background preferred
Previous experience in a management / team lead / supervisor role
Ability to work on multiple priorities with steady composure while under pressure in a deadline driven environment
Exceptional written and oral communication skills
Ability to coach and lead a successful team
Establish and maintain an encouraging and cooperative working environment
Flexible schedule and availability for assisting team members
Proficiency in English (any additional language is a bonus)
Willingness to learn about new and innovative technologies