- The Manager of the Technical Support team (MTS) is responsible for the overall customer relations by providing leadership and direction as they act as the customer escalation advocate within ZIS Services
- This position will manage and lead a team of professionals that have direct contact with the customers, sharing knowledge and experience with colleagues, having the internal knowledge to understand the correct path to direct technical or material issues, ensure a satisfactory conclusion in a timely manner and with a focus on customer satisfaction
- The MTS ensures their respective teams both monitor and measure spare and repair management through backlog alignment, identify support solutions to prevent delays in Service
- The MTS is responsible for managing customer satisfaction by means of internal and external performance scorecards and indicators
- Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team
- Provide the team support with direction of the group's overall continuous improvement
- Sets challenging targets and objectives to the team and ensures understanding to create accountability to achieve highest levels of support
- Responsible for identifying training and when appropriate delivering training to ensure that the tech support techs have the correct tools to attain customer satisfaction
- Continually strive to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution
- Build new and develop long lasting relationships with customer senior level management
- Accompany respective team members to on-site customer meetings as required such as Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
- Use your technical knowledge to identify and resolve network and hardware problems; including those related to the integration with 3rd party equipment and solutions (e.g., roaming)
- Provide support and cooperate with the Engineering teams of Electric Vehicle manufacturers, Fleet Managers, Field Technicians, as well as owners of our charging stations and drivers;
- Organize your work, communicate via our case management system, and also maintain direct phone communication with the relevant internal and external parties;
- Help coordinate the installation/repair of chargers with our field service partners and assist customers with the activation and configuration of their chargers.
- You evolve and adapt along with the company as it innovates and develops our products and services, keeping up with the E(V)revolution
- Identifies, investigates, and resolves users problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, EV Chargers and procedures to solve problems.Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Collaborates with programmers to explain errors and/or recommend modifications in programs.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Performs other related duties as assigned.
- Proven customer support experience
- Salesforce experience is a plus
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- College Degree, preferred in Engineering
- Minimum five years experience
- Customer Service
- Product Knowledge
- Quality Focus
- Market Knowledge
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitask
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills
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EV Charging Manager of Technical Support - Costa Mesa, United States - Zero Impact Solutions
Description
Job Description
Job DescriptionAbout UsWe are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage, Hydroponic farming and Rain Water/Grey Water collection systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.
Reports To
Director of Operations
What You Will Be Doing
The Manager of Technical Support will be supporting a group of Technical Support representatives that provide support to our products. Our EV Chargers are all connected with platform on the cloud which allows for remote troubleshooting, configuration and software updates. Using your communication skills, you will diagnose problems, assess needs, and create solutions to resolve issues and convey them to clients. As needed, you will be able to access our Engineering organization to get advance guidance and support:
