Supervisor Technical Support – Residential Products

2 Weeks ago • 2 Years + • Research & Development • Undisclosed

About the job

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Job Description

Supervise a technical support team assisting electricians with installing and operating residential energy products. Responsibilities include ensuring team performance meets SLAs, maintaining product knowledge, managing phone and ticketing queues, conducting performance evaluations, hiring and training, and collaborating with other departments. Requires strong technical skills, management experience, and excellent communication. The role involves resolving escalated issues, creating knowledge base articles, and improving team efficiency and motivation. The position is based in Amsterdam and focuses on sustainable energy solutions.

Must have:

2+ years technical experience (electrical, energy, or electronics)
Technical support/call center experience (renewable energy preferred)
Management/team lead experience
Excellent communication skills
Ability to handle multiple priorities under pressure

Good to have:

Renewable energy and battery background
Additional languages
Knowledge of innovative technologies

What to Expect

We are looking for qualified, talented individuals to supervise our growing technical support team. This team is responsible for assisting electricians with installing and operating our products across the region. Our aim is to have the best products on the market, and deliver industry-leading technical support and customer service. The ideal candidates will have both technical acumen and a proven track record of managing multiskilled teams of engineers / technicians / specialists. If you are passionate about sustainable energy and driven to exceed partner and customer expectations, this may be the role for you. The team and this role are based in Amsterdam.

What You’ll Do

Supervise high-profile, support delivery teams to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance
Maintain in-depth knowledge of company products, complex databases, and high-level technical processes
Ensure coverage of phone and ticketing queues where agent responsibilities include analysing, diagnosing, escalating, and troubleshooting issues
Continuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and compliance
Formulate performance improvement plans and make termination decisions as necessary
Conduct interviews, hire, and train new employees
Provide guidance for employees on policies and procedures
Keep overview of end-user escalations and see them through until resolution is achieved.
Closely interact with sales, engineering and other technical leaders to share knowledge and establish interdepartmental processes
Create new knowledge base articles and update them as processes evolve
Assess and refine the staff experience to maximise efficiency while maintaining a high level of positive motivation
Evaluate escalated issues with installed residential energy products and work in a creative, pro-active manner to resolve

What You’ll Bring

2 years Electrical, Energy or Electronic background related technical experience
Work experience in technical support or call centre environment within renewable energy and battery background preferred
Previous experience in a management / team lead / supervisor role
Ability to work on multiple priorities with steady composure while under pressure in a deadline driven environment
Exceptional written and oral communication skills
Ability to coach and lead a successful team
Establish and maintain an encouraging and cooperative working environment
Flexible schedule and availability for assisting team members
Proficiency in English (any additional language is a bonus)
Willingness to learn about new and innovative technologies

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