The Field Support Manager is responsible for managing the activities of the Field Support Organization chartered to provide high quality onsite customer support and training for **MEMBERS ONLY**SIGN UP NOW***. products. The Field Support Manager will ensure the smooth every day running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained.
Duties and Responsibilities
Hire, train and support the needs of the Field Support Organization
To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resource so that customer deadlines are met
To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring when required.
To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
To compile reports on SLA targets, numbers and types of request, communicating findings to the Director of Operations and to respond to any further requests for data that are required for analysis.
To communicate and be the focal point for the dissemination of information from management to the team.
To work with the Customer Support Manager leader to ensure cross support of phone efforts and cross training of issues and learned knowledge.
To ensure that knowledge management and data capture processes are adhered to in order to issue reports and reuse existing information efficiently.
To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
To work with Inside Sales Manager to ensure that there are always sufficient resources in place to meet call-handling needs and e-mail requests from prospective customers of the service.
Ensure Field Support team is working to support the phone center in answer inbound calls and e-mails from customers and contractors in a prompt, knowledgeable, and courteous manner documenting all information into call tracking system
Ensure the Field Support Team is prepared to provide pre-sales information about **MEMBERS ONLY**SIGN UP NOW***.’s products
Ensure the Field Support Team is working together with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors.
Ensure the Field Support Team is updates to knowledge database used by other technical support representatives with new troubleshooting information discovered in the resolution of customer calls.
Ensure the Field Support Team manages the monitoring database of customer installations.
Ensure the Field Support Team documents all activity in SalesForce and other database software platforms.
Has at least two years of experience in professional customer service and in technical helpline or remote support
BSEE, BSME or equivalent (including practical experience with large scale distributed solar installations)
Understand the requirements to support the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the installation and start up products by using general knowledge, product schematics, data stored in knowledgebase, and other sources of information available.
Strong electrical and electronic troubleshooting skills. Technical knowledge of **MEMBERS ONLY**SIGN UP NOW***. products and related applications is a plus
Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers
Ability to read and interpret schematics with a good understanding of high voltage and measurement equipment.
Basic understanding of IP network technology would be advantageous.
Strong knowledge of NEC and PV system regulatory codes for PV installations, including but not limited to the National Electrical Code, NEC 690, PV Power System installation, UL1741, IEE1547, for the interconnection of distributed resources with power systems, FERC661, etc.
Exceptional listening and questioning skills.
Outstanding verbal and written communications skills.
Ability to multi-task in a very fast-paced environment.
Ability to communicate distinctly and effectively in English using proper grammar to effectively answer all customer inquiries promptly and accurately.
General understanding of Microsoft Office products and the ability to adapt to other computer systems quickly and utilize them efficiently while on the phone with a caller.
Native Hebrew speaking is a plus.
Familiarity with competitive products is a plus
US and international travel required
About **MEMBERS ONLY**SIGN UP NOW***. Technologies
**MEMBERS ONLY**SIGN UP NOW***. Technologies provides end-to-end distributed solar power optimization and PV monitoring solutions, allowing maximum energy production for faster ROI. The **MEMBERS ONLY**SIGN UP NOW***. power optimizers perform MPPT per individual module while monitoring the performance of each module. The high efficiency **MEMBERS ONLY**SIGN UP NOW***. inverter
is tailor-made to work with power optimizers. The **MEMBERS ONLY**SIGN UP NOW***. system provides optimal power, flexible design and full roof utilization. Module-level electronics enable enhanced maintenance and increased system safety with the SafeDC™ mechanism. **MEMBERS ONLY**SIGN UP NOW***. is online at ****