About the Role
Title: Manager, Technical Customer Support
Location: Remote
Type: Full-time
Workplace: remote
Category: Team Love
JobDescription:
About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We’re a well-funded, growth-stage company offering the potential for enormous impact, both on our products and on the world.
We are headquartered in Seattle, but are open to a remote location depending on role and if a candidate resides within the United States in a state in which we currently employ.
The Job
Omnidians Residential Operations Team is seeking a Manager,Technical Customer Support. If you are passionate about people engagement and creating a positive work environment for all operations employees, we are excited to meet you. We are looking for someone who is inspired to lead a team delivering outstanding customer experiences in technical customer support. You are curious about solving technical issues for customers while coaching and supporting your teams to their highest potential.
Our ideal candidate will be able to lead and inspire teams, developing goals that tie directly to department and Omnidian goals. You will drive high accountability across your direct reports and are a role model in this regard. You are excited to act independently, working cross functionally to identify new ways of doing things, and creating innovative and effective solutions to complex problems. You demonstrate an insatiable curiosity and eagerness to learn. You are an empathetic and caring leader, showing respect and understanding in all situations.
What Youll Do
- At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things youll be doing:
- Model our Omnidian core values by coaching, providing feedback, and developmental opportunities to build effective teams.
- Oversee a team of technical support representatives, ensuring they are properly trained, motivated, and equipped to handle customer inquiries effectively.
- Assist with escalated customer issues and provide guidance to team members on complex technical problems.
- Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and ensure the team meets or exceeds performance targets.
- Continuously refine support processes and procedures to enhance efficiency and effectiveness, implementing best practices to streamline workflows.
- Maintain a deep understanding of the company’s products or services, staying up-to-date with new features or updates, and ensuring the support team is adequately trained on them.
- Analyze customer feedback and support metrics to identify trends, pain points, and areas for improvement, and implement strategies to address them.
- Collaborate with other departments such as product development, sales, and marketing to communicate customer needs and feedback, and ensure a cohesive customer experience.
- Advocate for our customers within Omnidian, representing the voice of the customer and championing their needs in product development and decision-making processes.
Who You Are
- You are a leader who cares deeply about people, recognizing their potential and having the courage to develop this potential
- You are an analytical problem solver who is comfortable working in a growth stage company that is fast paced and learning to scale
- You are self-motivated and are not afraid to act independently and make quick decisions to deliver an outstanding client and customer experience
- You are passionate about working in a culture to empower others and are excited to become part of a growing start up.
- You excel in a fast-paced, dynamic environment, where priorities may shift and challenges may arise unexpectedly. You are flexible and adaptable to change.
- You have excellent verbal and written communication skills to effectively convey technical information to customers, team members, and other stakeholders.
Experience You’ll Need
- 5+ years managing successful teams
- 4+ years of solar experience, gaining In-depth knowledge of solar photovoltaic (PV) systems, including system design, installation, operation, and maintenance. Familiarity with solar inverters, panels, mounting systems, and monitoring software is essential.
- Proven experience in providing technical support or customer service. You should have a track record of resolving technical issues, answering customer inquiries, and providing guidance on system optimization and troubleshooting.
Experience That’s a Plus
- Process Improvement experience such as Lean
- Experience in the broader solar industry, specifically in PV and Storage technical support, field service network operations, installation or financial services
- NABCEP or similar solar technical certification
- Established track record of advancing DEI work in companies or communities