Technical Manager – Solar Energy

We’re a leading solar energy hardware distribution business based in New Zealand, and we’re on the hunt for a dynamic Technical Manager to be the shining star of our team. If you’re a qualified electrical engineer with a passion for solar energy, superb customer service skills, and a knack for leadership, we want to hear from you!

The Technical Manager is responsible for a broad range of tasks, including:
– Be the go-to technical expert for all aspects of solar energy equipment and systems, including solar panels, inverters, batteries, and mounting systems.
– Provide first-line technical support to our customers, addressing installation queries and resolving support case issues promptly and professionally.
– Collaborate with our sales and marketing teams to identify opportunities for product improvement and expansion.
– Utilise excellent written and spoken English to communicate effectively with our customers and team.

SKILLS / COMPETENCIES / VALUES:
– Bachelor’s degree in Electrical Engineering or related field.
– Strong knowledge and competence in electrical engineering and minimum of 5 years of hands-on experience in the solar energy industry.
– Proven experience in a technical management role.
– Strong customer service orientation.
– In-depth knowledge of solar energy equipment and systems.
– Exceptional written and spoken English communication skills.
– Strong troubleshooting skills, with the ability to identify issues and their root cause
– Understanding of electrical grid / network operation and congestion
– Ability to interpret charts and data to pinpoint issues
– Proven experience with standard software packages, including Google Suite and spreadsheets
– Proven experience with CRM / ERP systems, NetSuite experience being preferred
– Demonstrated ability to collect, analyse and present information in a meaningful manner
– Strong attention to detail and the ability to problem solve
– Excellent time management skills

KEY RESPONSIBILITIES:
– Handle technical customer support calls and respond rapidly to all, including phone, web, email and social media platforms
– Create support cases against customer records, including the relevant items and serial numbers
– Escalation of technical support issues and queries to relevant manufacturer support teams, as necessary
– Resolve technical support issues and cases, both internally and escalated
– Complete customer warranty claims and return material authorisations, expediently completing the replacement of any warranted product and handling accurate inventory management for all warranty issues
– File warranty claims and return material authorisations with suppliers, compiling and claiming costs to be reimbursed to the Company via manufacturer work orders