Technical Support Manager (Renewable Energy Sector - Johannesburg/Hybrid)

SUMMARY:
Technical Support Manager (Renewable Energy Sector - Johannesburg/Hybrid)

POSITION INFO:

Technical Support Manager (Renewable Energy Sector - Johannesburg/Hybrid) 
Reports to: Head of Experience
Location: Johannesburg
Job Type: Permanent
Workplace: Hybrid

Salary: R35,000.00 - R45,000.00 + Group Life Insurance (Based on experience, skill, and in relation to your current package) 

About the Company
A leading renewable energy company in South Africa, committed to providing sustainable and efficient solar solutions. The organization offers a seamless transition from grid to solar through affordable finance options and lifetime support for each system. Customer satisfaction is a top priority, reflected in exceptional reviews and ratings.

The company is dedicated to reducing its carbon footprint and creating a cleaner future. Employees are valued as key assets, with a strong internal promotion culture and benefits including unlimited leave, paid parental leave, and attractive life cover.

Job Summary
Seeking a Technical Support Manager with a solid background in electrical and solar systems. The role involves leading the technical support team, resolving complex technical issues, collaborating with operations, and ensuring excellent customer service.

Key Responsibilities

• Provide expert guidance on solar and electrical troubleshooting.

• Ensure the technical support team is equipped to handle complex queries.

• Collaborate with the operations team to resolve performance issues.

• Lead, mentor, and train technical support staff.

• Prioritize tasks based on system-critical issues.

• Monitor support tickets and escalate when necessary.

• Analyze system data to identify inefficiencies or potential failures.

• Offer real-time support to technicians and installers.

• Develop documentation to improve resolution rates.

• Communicate updates and improvements to teams and customers.

• Incorporate feedback into process and training improvements.

Work Environment

• Fast-Paced & Solution Driven: Requires strong organizational skills.

• Customer Focused: Regular interaction and problem-solving with clients.

• Collaborative: Work with cross-functional teams for seamless support.

• Customer Centric: Tools and support provided to exceed client expectations.

• Innovative: Encouragement to develop creative service solutions.

Qualifications & Experience

• 3 to 5+ years in technical support or electrical/solar operations.

• Electrical or Solar PV Certification (preferred).

• In-depth knowledge of solar systems, inverters, and energy storage.

• Experience with QMS (advantageous).

• Skilled in Excel, data analysis, and KPI tracking.

• Strong problem-solving and leadership skills.

Core Skills

• Technical expertise in solar PV and electrical systems.

• Team guidance and technical support leadership.

• Sound decision-making and critical thinking.

• Clear communication with all stakeholders.

• Customer-first approach to problem-solving.