Support Team Leader
7 months ago
Provide leadership and guidance to the support team, including scheduling, task assignment, and performance monitoring.
- Ensure that on-site support, battery diagnosis, repairs, and commissioning activities are carried out effectively and meet client expectations.
- Act as a technical escalation point for complex battery-related issues and provide mentorship to the Support technicians.
- Collaborate with the R&D team on technical challenges, product improvements, and innovation.
- Conduct regular training sessions to enhance the technical skills of the support team and staff.
- Oversee customer liaison activities, ensure timely after-sales service and a high level of customer satisfaction
- Ensure accurate documentation and record keeping and oversee administrative processes of support
- activities.
- Provide regular reports on team performance and key metrics.
- Foster a culture of safety and adherence to protocols within the support team.
- Manage administrative recordkeeping practices, including incident reports, ticket logs, and non-conformance
- records.
- Collaborate with other departments on administrative matters and ensure effective communication.
- Support research efforts to identify potential sales leads and pitches, assisting in sales support activities.
- Monitor return merchandise authorization (RMA) processes and ensure compliance.
**Requirements**:
- Bachelor’s degree in Electrical Engineering, Electronics, Information Systems, Business Management, Business Administration, or related fields
- Proven experience in leading technical teams
- Strong technical background with a minimum of 2 years of experience in a technical support role.
- Excellent communication and interpersonal skills.
- Proficiency in project management, scheduling, and team coordination.
- Ability to drive performance, resolve conflicts, and foster a positive team environment.
- Demonstrated problem-solving and decision-making abilities.
- Familiarity with lithium-ion phosphate batteries and technical support processes.
Ensure that on-site support, battery diagnosis, repairs, and commissioning activities are carried out effectively and meet client expectations.
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