Solar Technical Support Manager

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Solar Technical Support Manager

Job Description

Our client, specialists in installations of renewable energy solution products into their customers' properties, is looking for an office-based Solar Technical Support Manager to join the team.

You may have worked within electrical or solar installations before and want to move away from your tools to an office-based role, or you may already work within a technical support role and are looking for a challenge in a business that can offer growth in the future.

The purpose of the role is to ensure customers are supported with all their technical issues and queries in a professional and effective manner. You will also work alongside other areas of the business to help improve the post-installation service and diagnose faults alongside the remote installers from the office.

Responsibilities:

• Working alongside the Electrical Installation Manager to resolve issues onsite and support the completion of installations for the customer.
• Manning our technical support phone line, helping to diagnose issues over the phone and support customers with their technical queries.
• Supporting the management and administration of the CRM.
• Liaising with installers and customers to arrange installations and technical work.
• Working alongside our technical support manager to grow and develop technical support within the business.
• Remote troubleshooting, accessing customers' systems and liaising with our partners to identify and resolve issues.
• Maintaining a close working relationship with the sales office and warehouse team to assist with technical inquiries and support production as required.
• Supporting new product introduction, including product testing, data entry, and completing test reports as required.
• Supporting the ongoing development of existing products.
• Assisting with warranty returns by tracking faulty equipment and facilitating the completion of the return and replacement/refund process.

Skills and Knowledge Required:

• You must have knowledge of PV and retrofit battery Growatt systems.
• Analytical and solution-focused.
• Ability to liaise with customers via online chat, phone calls, emails, and face to face.
• Identify and be part of the implementation of opportunities for improvement.
• Produce reports and statistics as required for internal use.
• Assertive, resilient, and welcoming of change.
• Good communication and interpersonal skills, both written and verbal.
• Good IT skills, particularly in spreadsheets and databases, and knowledge of warehouse systems.
• Good understanding of customer deliverables and the impact of failure/cost of poor quality.
• Good planning skills and ability to meet targets and deadlines.
• Excellent attention to detail.
• Ability to work as part of a team.

Salary Package

• £30,000 - £40,000 (Depending on Experience and Qualifications)
• Holidays - 28 days including bank holidays
• Pension contribution
• Staff incentives and events