As a Service and Support Manager you will be responsible for overseeing the customer service and technical support teams, ensuring that customers receive top-quality service and that all technical issues are resolved efficiently. This role involves managing post-installation services, including maintenance, troubleshooting, and customer support, while driving continuous improvement in service delivery and customer satisfaction.

Customer Service Management:

• Lead and manage the customer service team to ensure prompt and effective response to customer inquiries, complaints, and service requests.
• Develop and implement customer service policies and procedures to enhance service quality and efficiency.
• Monitor customer satisfaction levels, identify areas for improvement, and implement strategies to enhance customer experience.

Technical Support and Troubleshooting:

• Oversee the technical support team responsible for diagnosing and resolving issues with solar energy systems.
• Ensure that all technical support requests are handled promptly and effectively, minimizing downtime for customers.
• Collaborate with the engineering and installation teams to address complex technical issues and improve system performance.

Maintenance and After-Sales Service:

• Develop and manage a comprehensive maintenance program for installed solar energy systems, ensuring optimal performance and longevity.
• Coordinate routine maintenance visits, inspections, and repairs, ensuring that all service activities are documented and tracked.
• Manage warranty claims and ensure that all after-sales services are delivered according to company standards and customer expectations.

Team Leadership and Development:

• Recruit, train, and develop a high-performing service and support team, fostering a culture of excellence and continuous improvement.
• Set clear performance goals for the team, conduct regular performance reviews, and provide coaching and feedback to support professional growth.
• Identify training needs and organize relevant training programs to keep the team updated on the latest industry practices and technologies.

Process Improvement and Innovation:

• Analyze service delivery processes and identify opportunities for improvement to enhance efficiency and customer satisfaction.
• Implement new tools, technologies, and methodologies to improve service and support operations.
• Stay updated on industry trends, emerging technologies, and best practices in solar energy service and support.

Reporting and Analytics:

• Prepare and present regular reports on service performance, customer feedback, and technical issues to senior management.
• Use data and analytics to monitor key performance indicators (KPIs), identify trends, and make data-driven decisions to improve service delivery.
• Develop and maintain a knowledge base of common issues and solutions to enhance the efficiency of the support team.

Stakeholder Management:

• Build and maintain strong relationships with customers, ensuring that their needs and concerns are addressed promptly.
• Collaborate with sales, engineering, and installation teams to ensure seamless service delivery across the customer lifecycle.
• Liaise with suppliers and third-party service providers to coordinate repair and maintenance activities.

• Bachelor’s degree in Engineering, Business Administration, or a related field. A degree in Electrical Engineering or Renewable Energy is preferred.
• Minimum of 2 years of experience in customer service, technical support, or service management, preferably in the solar energy or renewable energy sector.
• Strong leadership skills with a proven track record of managing and developing high-performing teams.
• Excellent communication, problem-solving, and decision-making abilities.
• In-depth knowledge of solar energy systems, including installation, maintenance, and troubleshooting.
• Proficiency in CRM systems, service management software, and Microsoft Office Suite.
• Strong analytical skills with the ability to use data to drive decision-making and process improvements.
• Ability to work under pressure and handle multiple tasks in a fast-paced environment.
• Professional certification in customer service or technical support management.
• Experience in managing service and support operations in a technical or engineering-focused environment.
• Familiarity with industry standards and regulations in the solar energy sector.