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Group Leader Technical Support National

  • Job type: Permanent
  • Job reference: : MPSOTECH
  • Location: USA, Indiana, Portage
  • Sector: Solar, Renewables
  • Salary: Negotiable
  • Date posted: 29/08/2016
This vacancy has now expired.
The Group Leader of Technical Support National is a member of the Solar Energy management team. The Group Leader, along with other duties, has three major areas of focus: the first and most important is customer support. The Group Leader is responsible for implementing and maintaining processes that will optimize the customer's experience. Second, the Group Leader supervises a large team of technicians. Motivating, training, and growing these technicians knowledge is the responsibility of the Group Leader. The third main area of focus centers on Customer and Service Provider Trainings. The Group Leader should be constantly engaged with customers and service providers; maintaining open channels of communication and being responsive to customer's needs. The Group Leader along with the Master Trainer coordinate to create a customer training program that can be communicated and disseminated to those solar energy industry who use our product.

Tasks and Responsibilities

Reports to the Director of Sales and Marketing for Solar Energy
Develop and achieve technical support objectives and goals to support the organization's vision
Manage and direct the team of Sales Application Engineers and Technical Support Representatives while leading the development of the vision and strategy for the Sales and Service Team
Assist in developing annual business plan for the incorporation of "best call center practices" to meet market and company needs
Ensure targeted service and performance standards are achieved or exceeded
Execute tactical plans and strategic initiatives that exceed customer expectations via phone, email and in person meetings; resulting in increased customer satisfaction and sales
Execute additional projects such as strategic initiatives with the Director of Sales and Marketing Solar Energy
Establish and manage communication channels with the Director of Sales and Marketing Solar Energy and other departments; serve as liaison by providing support to the Solutions Team, Field Engineer Team, and other is the SE Division
Provide technical guidance to customers including but not limited to end users, distributors and installers through email, telephone and in person if requested by the Director of Sales and Marketing Solar Energy
Quote and negotiate technical services for onsite customer support
Monitor Engineering Service Reports and other safety protocols to ensure a safe workplace
Assist the Director of Sales and Marketing Solar Energy with managing division worldwide projects and initiatives resulting in new accounts and existing account technical support
Assist the Director of Sales and Marketing Solar Energy with customer and internal meetings: preparation of documents, technical presentations and/or analysis as well as in person meetings

Possess a valid Passport, or has the ability to obtain and pay for a valid Passport
Ability to travel throughout the U.S. and internationally when required
Technical understanding of Photovoltaic Technology and Renewable Energy Integration
Strong technical understanding of Solar Power Systems and Inverter Technologies
Working knowledge of the National Electrical Codes
Strong technical background and knowledge of electrical safety, AC/DC fundamentals
Demonstrate interpersonal skills including: mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels and other colleagues within the organization
Exhibits the ability to multi-task and prioritize responsibilities
Excellent diagnostic, analytical and problem-solving skills
Proficient in Microsoft Office programs (Word, Excel, PowerPoint, Outlook)


Bachelor's Degree in a hard science from an accredited university and 5+ years' experience working in the field.
Training in mechanical and electrical/electronic repair preferred

Health and Safety

Must comply with all safety and health standards and federal, state or local requirements
Ability to bend and reach, with repetitive motion
Hearing, naturally or with aids
Vision 20/20, with or without correction
Ability to lift and carry 70 lbs.
Physical demands of the job include: standing, use of hands to manipulate objects, talking, hearing, looking, typing, walking, twisting, and bending
Employees could be requested to lift, carry, reach above the shoulder, stoop, squat, kneel, and crouch
Employees will perform duties in an office environment and a field setting
Employees will be occasionally exposed to tripping hazards
The noise level in the work environment is usually low to medium

Spencer Ogden is acting as an Employment Agency in relation to this vacancy.