Description:
- Leadership & Strategy:
- Lead and mentor the national support team including field technicians, call centre agents, and NOC personnel.
- Develop and implement scalable support processes to ensure high availability and reliability of deployed BESS solutions.
- System & Process Optimisation:
- Integrate AI tools and predictive analytics to streamline diagnostics, improve first-time resolution rates, and pre-empt field failures.
- Ensure the efficient operation of Zoho-based ticketing and repair management workflows across all sites.
- Call Centre & NOC Oversight:
- Manage a 24/7 call centre and National Operations Centre, with clear escalation procedures, performance dashboards, and response protocols.
- Oversee real-time monitoring and alerting systems (e.g., via EMS or SCADA platforms) to address grid, inverter, or battery anomalies.
- Repair & RMA Oversight:
- Drive continuous improvement in repair turnaround times, spare part logistics, and adherence to warranty conditions.
- Implement root cause analysis (RCA) methodologies and maintain a closed-loop feedback system between support, development, and quality control.
- Client Liaison:
- Serve as the primary point of escalation for Tier 2 and Tier 3 support issues.
- Conduct regular service review meetings with major clients, EPCs, and channel partners.
- Training & Capability Development:
- Build technical training modules for installers, channel partners, and internal teams, including CPD-accredited content where relevant.
- Maintain a certified knowledge base and ensure standard operating procedures (SOPs) are up to date.
- Field Service Integration:
- Coordinate with on-site support teams and integrate mobile field support apps to ensure accurate logging of service interventions.
- Oversee the deployment of firmware updates, BMS recalibrations, and inverter/battery integration tuning in the field.
- Data, Metrics & Reporting:
- Define and monitor key support metrics such as MTTR, SLA adherence, Net Promoter Score (NPS), and system uptime.
- Deliver weekly and monthly performance reports, including failure trend analytics and preventative maintenance recommendations.
- Regulatory & Safety Compliance:
- Ensure that all support operations adhere to national electrical standards (e.g., NRS097-2-1, SANS 10142) and OEM-specific safety protocols.
- Enforce safety compliance in field interventions and remote support activities.
Requirements:
- Leadership & Strategy:
- Lead and mentor the national support team including field technicians, call centre agents, and NOC personnel.
- Develop and implement scalable support processes to ensure high availability and reliability of deployed BESS solutions.
- Lead and mentor the national support team including field technicians, call centre agents, and NOC personnel.
- Develop and implement scalable support processes to ensure high availability and reliability of deployed BESS solutions.
- System & Process Optimisation:
- Integrate AI tools and predictive analytics to streamline diagnostics, improve first-time resolution rates, and pre-empt field failures.
- Ensure the efficient operation of Zoho-based ticketing and repair management workflows across all sites.
- Integrate AI tools and predictive analytics to streamline diagnostics, improve first-time resolution rates, and pre-empt field failures.
- Ensure the efficient operation of Zoho-based ticketing and repair management workflows across all sites.
- Call Centre & NOC Oversight:
- Manage a 24/7 call centre and National Operations Centre, with clear escalation procedures, performance dashboards, and response protocols.
- Oversee real-time monitoring and alerting systems (e.g., via EMS or SCADA platforms) to address grid, inverter, or battery anomalies.
- Manage a 24/7 call centre and National Operations Centre, with clear escalation procedures, performance dashboards, and response protocols.
- Oversee real-time monitoring and alerting systems (e.g., via EMS or SCADA platforms) to address grid, inverter, or battery anomalies.
- Repair & RMA Oversight:
- Drive continuous improvement in repair turnaround times, spare part logistics, and adherence to warranty conditions.
- Implement root cause analysis (RCA) methodologies and maintain a closed-loop feedback system between support, development, and quality control.
- Drive continuous improvement in repair turnaround times, spare part logistics, and adherence to warranty conditions.
- Implement root cause analysis (RCA) methodologies and maintain a closed-loop feedback system between support, development, and quality control.
- Client Liaison:
- Serve as the primary point of escalation for Tier 2 and Tier 3 support issues.
- Conduct regular service review meetings with major clients, EPCs, and channel partners.
- Serve as the primary point of escalation for Tier 2 and Tier 3 support issues.
- Conduct regular service review meetings with major clients, EPCs, and channel partners.
- Training & Capability Development:
- Build technical training modules for installers, channel partners, and internal teams, including CPD-accredited content where relevant.
- Maintain a certified knowledge base and ensure standard operating procedures (SOPs) are up to date.
- Build technical training modules for installers, channel partners, and internal teams, including CPD-accredited content where relevant.
- Maintain a certified knowledge base and ensure standard operating procedures (SOPs) are up to date.
- Field Service Integration:
- Coordinate with on-site support teams and integrate mobile field support apps to ensure accurate logging of service interventions.
- Oversee the deployment of firmware updates, BMS recalibrations, and inverter/battery integration tuning in the field.
- Coordinate with on-site support teams and integrate mobile field support apps to ensure accurate logging of service interventions.
- Oversee the deployment of firmware updates, BMS recalibrations, and inverter/battery integration tuning in the field.
- Data, Metrics & Reporting:
- Define and monitor key support metrics such as MTTR, SLA adherence, Net Promoter Score (NPS), and system uptime.
- Deliver weekly and monthly performance reports, including failure trend analytics and preventative maintenance recommendations.
- Define and monitor key support metrics such as MTTR, SLA adherence, Net Promoter Score (NPS), and system uptime.
- Deliver weekly and monthly performance reports, including failure trend analytics and preventative maintenance recommendations.
- Regulatory & Safety Compliance:
- Ensure that all support operations adhere to national electrical standards (e.g., NRS097-2-1, SANS 10142) and OEM-specific safety protocols.
- Enforce safety compliance in field interventions and remote support activities.
- Ensure that all support operations adhere to national electrical standards (e.g., NRS097-2-1, SANS 10142) and OEM-specific safety protocols.
- Enforce safety compliance in field interventions and remote support activities.
- Bachelor's degree in engineering, Information Systems, or a related technical field (MBA or Project Management certification advantageous).
- Minimum 5 years’ experience in a managerial capacity in technical support, ideally within energy storage, electrical engineering, or industrial systems.
- Proven experience with CRM and ticketing platforms (e.g., Zoho, Freshdesk, Salesforce).
- Familiarity with BESS systems, lithium battery safety, inverter interfaces, and EMS software platforms.
- Experience in national or multi-site operations, including remote support across rural and urban deployments.
- Bachelor's degree in engineering, Information Systems, or a related technical field (MBA or Project Management certification advantageous).
- Minimum 5 years’ experience in a managerial capacity in technical support, ideally within energy storage, electrical engineering, or industrial systems.
- Proven experience with CRM and ticketing platforms (e.g., Zoho, Freshdesk, Salesforce).
- Familiarity with BESS systems, lithium battery safety, inverter interfaces, and EMS software platforms.
- Experience in national or multi-site operations, including remote support across rural and urban deployments.
23 Jul 2025;
from:
careers24.com