As a Service Manager specializing in Battery Energy Storage Systems (BESS), you will be responsible for leading and overseeing the service operations related to our BESS products, including the RMA and Technical Support Departments. This role involves managing a team of service engineers, administrators, and support agents, ensuring efficient deployment, maintenance, and troubleshooting of BESS installations. Your expertise in renewable energy systems and service management will contribute to the success of our projects and the satisfaction of our customers.
Reporting to the Engineering Manager: Projects and Services
- Lead and manage a team of Service Professionals, providing guidance, support, and mentorship.
- Foster a collaborative team environment focused on delivering high-quality service.
Maintenance and Repairs
- Manage the scheduling and execution of routine maintenance and repairs for BESS installations.
- Implement effective processes for proactive maintenance and minimize downtime.
Troubleshooting and Issue Resolution
- Lead the troubleshooting of technical issues related to BESS systems, providing guidance to the service engineering team.
- Collaborate with the technical support team and engineering for complex issue resolution.
Training and Development
- Coordinate training programs for the service engineering team, ensuring continuous skill development.
- Stay updated on industry best practices and contribute to the team's professional growth.
- Act as a senior point of contact for customers during service operations, ensuring clear and transparent communication.
- Provide regular updates on service activities and issue resolution timelines.
- Oversee the documentation of service activities, including maintenance logs, repair reports, and service reports.
- Contribute to the development and maintenance of service-related documentation.
Customer Feedback and Improvement:
- Gather customer feedback on service experiences and provide insights to the product and engineering teams for continuous improvement.
- Delivering prompt, professional solutions for customer inquires.
- Implementing improvements to customer service.
- Implement and maintain quality assurance processes to ensure service excellence.
- Conduct regular audits and reviews of service activities to identify areas for improvement.
- NQF Level 8- 4 Year Degree/ Postgraduate Diploma in Electrical Engineering
- Working knowledge of: SAP; OHS Act; ISO Standards; Electrical.
- Market/ Industry Advanced Knowledge
- Advanced knowledge in Electrical Design; Project Management; Service Management
- Report Writing
- MS Office
- Excellent and fluent communication skills.
- Ability to work under pressured environments.
All applications must reach our Human Resources Department by no later than 05 February 2024
Correspondence will be conducted with shortlisted candidates only.
Freedom WON is an employer of equal opportunity and supports the philosophy of regional demographic representation.
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