Great opportunity for a Technical Support Manager to lead on service requirements for a market-leading PV manufacturer.

The Role

• Provides highest Technical escalation level within Service Benelux for technical product issues.
• Leads the BeNeLux Tier 1 and Tier 2 team disciplinary and operationally.
• Sets and meets performance targets for SEDG`s technical escalation process, KPI´s / SLA`s.
• Ensures that escalated technical product issues are solved quickly in strong collaboration with company`s HQ Service counterparts and R&D department, follows up constantly and secures execution.
• Secures that technical information / updates are cascaded down to Tier 2 and Tier 1 in BeNeLux.
• Leads the weekly technical support calls with Tier 3 counterparts in the HQ for BeNeLux.
• Constantly analyses all Service Key Performance Indicators contributing to Service Quality and interactions with customers to:
• Analyzes and track interactions (calls, emails and cases) and define improvement potentials in collaboration with individual Service team members.
• Provide technical and process training to our Service employees
• Provide coaching and ongoing professional development of customer service skills to the Service team in collaboration with the Service Director BeNeLux
• Constantly analyses all interactions with customers like calls, email and cases to:
• Define content of installer training that contributes to reduce interaction volume
• Define methods and tools to deliver this training like newsletters, webinars and face to face training.
• Align with Marketing and Technical Marketing on content and methods.
• Contribute to execute the training in alignment with Technical Marketing and Marketing.
• Receive technical training on new products from Technical Marketing / Product Management
   

The Individual