Technical After-Sales Manager

About Solar MD – Leaders in Energy Storage Solar MD has been a global leader in energy storage solutions, providing affordable, reliable, and quality products to homes, businesses, and industries globally. With hundreds of thousands of units installed in over 50 countries, our innovative technology is building a brighter, greener future for everyone. We are committed to developing and manufacturing high-performance energy storage solutions that maximise the potential of renewable energy sources. We are committed to delivering energy storage solutions of exceptional quality and reliability. Our in-house engineering and fabrication expertise ensures the highest standards throughout the entire process, from design and manufacturing to rigorous testing. Combined with our strengths in electrical, software, and mechanical design, and backed by exceptional after‑sales technical support, we provide innovative solutions that meet the evolving needs of the energy storage market. Role Overview The Technical After‑Sales Manager is responsible for leading Solar MD's Technical Support and On‑Site Technician teams to ensure the delivery of high‑quality, safe, and efficient technical services. This includes overseeing remote support for battery systems as well as on‑site electrical installations and maintenance. By providing strategic direction, operational oversight, and team leadership, the Technical Support Manager plays a vital role in maintaining customer satisfaction, driving performance, and upholding Solar MD's reputation for technical excellence in clean energy solutions. Top Three Outcomes of the Role Operational Excellence – Ensure all technical support and installation activities are completed accurately, efficiently, and in compliance with safety and regulatory standards. Customer Satisfaction – Maintain high levels of customer satisfaction through effective technical service delivery and timely resolution of support issues. Team Performance & Development – Lead and develop a high‑performing support team that consistently meets KPIs and contributes to business success. Key Responsibilities Leadership & Team Management – Supervise and support the Technical Support Associates and On‑Site Technicians / Electricians. Allocate resources, manage schedules, and oversee daily team operations. Conduct regular performance reviews and facilitate training and development plans. Promote a culture of accountability, service excellence, and continuous improvement. Customer & Technical Support Oversight – Oversee the resolution of technical issues related to Lithium‑Ion batteries, inverters, and related systems. Manage ticketing systems (e.g., Zoho), monitor SLAs, and ensure timely and effective issue resolution. Serve as the escalation point for complex technical problems and high‑priority client concerns. Project & Field Operations Management – Coordinate field technician activities, ensuring timely, safe, and compliant installations. Collaborate with the Technical Manager and project teams to meet delivery deadlines. Ensure all electrical work aligns with specifications, codes, and company standards. Process Improvement & Knowledge Management – Review and refine support workflows to enhance efficiency and service delivery. Ensure accurate documentation of issues, resolutions, and procedures. Creation of standard operation procedures. Managing the aftersale manual. Contribute to the development and maintenance of internal knowledge bases and training materials. Compliance, Safety & Quality Assurance – Enforce strict adherence to safety protocols, electrical regulations, and industry best practices. Conduct site audits, safety briefings, and incident investigations as required. Ensure continuous compliance with legal, technical, and operational standards. Cross‑Department Collaboration – Work closely with R&D, Repairs, Store, and other departments to align support strategies and feedback loops. Participate in product testing and provide insights from support teams to improve products and services. Skills, Knowledge, Experience, and Talents Required Education – Relevant technical qualification (e.g., Electrical Engineering, Technical Support, or related). A Trade Test or equivalent certification is advantageous. Leadership / management training is a plus. Experience – Minimum 5 years in a technical support, electrical, or field service environment. At least 2 years of experience in a supervisory or managerial role. Prior experience in the renewable energy sector, especially with battery and inverter systems, is highly beneficial. Experience in Customer Relationship Management, Service Management, etc. Knowledge & Skills – Deep understanding of electrical systems, troubleshooting techniques, and installation procedures. Proficiency in using diagnostic platforms (e.g., mypower24) and ticketing systems (e.g., Freshdesk). Excellent leadership, people management, and conflict resolution skills. Strong communication abilities — capable of working with technical and non‑technical stakeholders. High attention to detail, time management, and organizational skills. Data & analytics for service performance monitoring. Desired Competencies Strong safety orientation and commitment to compliance. Ability to motivate teams and manage performance effectively. Proactive, solutions‑oriented mindset. Willingness to stay updated with technological advancements in the industry. Ability to create training materials, mentor team members, and drive continuous improvement. A valid driver's license is advantageous. If you meet the requirements and are excited about this opportunity, please email your CV along with all the supporting documents to #J-18808-Ljbffr