Technical Manager - Solar Energy

We're a leading solar energy hardware distribution business based in New Zealand, and we're on the hunt for a dynamic Technical Manager to be the shining star of our team. If you're a qualified electrical engineer with experience and a passion for solar energy, superb customer service skills, and a knack for leadership, we want to hear from you!

The Technical Manager is responsible for a broad range of tasks, including:
- Be the go-to technical expert for all aspects of solar energy equipment and systems, including solar panels, inverters, batteries, and mounting systems. This includes residential, off-grid and commercial markets.
- Provide first-line technical and commissioning support to our customers, addressing installation queries and resolving support case issues promptly and professionally.
- Collaborate with our sales, marketing and operations teams to identify opportunities for product improvement and expansion.
- Utilise excellent written and spoken English to communicate effectively with our customers and team.
- Provide our customers with rapid quote and solar design assistance, as well as technical advice.

SKILLS / COMPETENCIES / VALUES:
- Bachelor's degree in Electrical Engineering or related field.
- Strong knowledge and competence in electrical engineering and solar energy, with a minimum of 5 years of hands-on experience in the solar energy industry.
- Proven experience in a technical management role.
- Strong customer service orientation.
- In-depth knowledge of solar energy and battery equipment and systems, including complex residential, off-grid and commercial applications.
- Exceptional written and spoken English communication skills.
- Strong technical troubleshooting skills, with the ability to identify issues and their root cause.
- Strong understanding of electrical grid / network operation and congestion.
- Ability to interpret charts and data to pinpoint issues.
- Proven experience with standard software packages, including Google Suite and spreadsheets.
- Proven experience with CRM / ERP systems, NetSuite experience being preferred.
- Demonstrated ability to collect, analyse and present information in a meaningful manner.
- Strong attention to detail and the ability to problem solve.
- Excellent time management skills.

KEY RESPONSIBILITIES:
- Handle technical and commissioning customer support calls, and respond rapidly to all, including phone, web, email and social media platforms.
- Create cases against customer records, including the relevant items and serial numbers.
- Escalation of technical support issues and queries to relevant manufacturer support teams, as necessary.
- Resolve technical support issues and cases, both internally and escalated.
- Complete customer warranty claims and return material authorisations, expediently completing the replacement of any warranted product and handling accurate inventory management for all warranty issues.
- File warranty claims and return material authorisations with suppliers, compiling and claiming costs to be reimbursed to the Company via manufacturer work orders.
- Provide our customers with accurate technical advice and guidance, as well as rapid quote and solar design assistance.