About the Company

We are looking for a detail-oriented and proactive Technical Support Coordinator to join our growing team. In this role, you will be the key link between customers, installers, and the engineering team.

About the Role

In this role, you will be the key link between customers, installers, and the engineering team.

Responsibilities

Operations Management

• Oversee daily operations of the service center to ensure service quality, customer satisfaction, and achievement of business goals.
• Develop and execute annual operational plans, including cost control and performance targets.
• Continuously optimize service processes to improve efficiency and customer experience.

Team Management

• Lead, train, evaluate, and motivate the service team to enhance technical capabilities and customer service mindset.
• Build effective communication and collaboration mechanisms within the team and with other departments.

Customer Service & Relationship Management

• Handle major customer complaints and service escalations, ensuring quick and satisfactory resolution.
• Maintain strong relationships with key customers and collect feedback for continuous improvement.

Quality & Safety Management

• Ensure compliance with company and industry service standards.
• Promote and monitor safety practices to minimize operational risks.

Data Analysis & Reporting

• Analyze key operational metrics (e.g., repair rate, turnaround time, customer satisfaction) and provide actionable insights.
• Prepare regular performance reports and improvement plans for senior management.

Qualifications

• Bachelor’s degree or technical diploma in Electrical Engineering, or a related field.
• 2+ years of experience in technical support, preferably within the solar or energy sector.

Required Skills

• Solid understanding of PV system components (inverters, batteries, monitoring systems, etc.).
• Strong analytical and problem-solving skills.
• Excellent communication skills in English.
• Proficiency with CRM tools, MS Office, and remote diagnostic tools.
• Customer-focused, organized, and able to manage multiple priorities simultaneously.

Preferred Skills

• Experience with solar monitoring platforms
• Knowledge of grid connection standards and safety regulations.
• Basic programming or data analysis skills.
• Interest in sustainability and renewable energy innovation

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