Solar Technical Manager

Responsibilities:

Build a team of first class people for the UK technical support team.
Establish best practices and essential workflows.
Contribute proposals for budgetary planning and work within budgets for any necessary infrastructure.
Manage and Lead the technical, after sales, and customer support teams.
Assign objectives, measure and manage individual performance.
Assist with the product certification process for the UK market including compliance with the local software rules, monitoring adaption to the local constraints and web applications. Understand and explain any EU based requirements and RoHS standards. Coordinate with HQ Director of customer support to articulate document EU regulatory requirements. Intervene, educate and resolve any challenge to product compliance, by regulatory agencies, inspectors and/or installers.
Develop test plans from prototype review through beta testing to ensure reliable operation and a high degree of customer satisfaction.
Prepare functional and technical documents and ensure that the expected functionality will be delivered, using as much as possible any current technical literature.
Create a policy for Customer-Support flow, hours of operation, phone-tree, and escalations. Modify existing Application Notes (where appropriate) for European consumption. Create a Customer Support 'manual' outlining policies, procedures and instructions. Document instructions for creating/updating/managing Support cases in the CRM. Document instructions for Enlighten Support operations. Document/Modify instructions for field-troubleshooting of various products.
Work with the teams to build local training tools/literature by using the current training programs that teach employees and customers various techniques and methods on the products.
Prepare and script for the presentation of online training webinars.
Create a training curriculum for new customer-support staff.
Participate with the on-going business plan and budget building for assigned area of responsibilities.
Scope, acquire and implement a telecom system adequately sized for expected growth Create a budget for capitalized equipment #phones, computers, printers# for expected staffing.
Measure customer satisfaction and organize the customer support hotline accordingly.
Follow-up directly the most important projects for the technical areas.
Publish Reports to the Managing Director covering realized missions, metrics of the service and improvement plan.
Travelling in the UK and abroad as needed.
Open, Honest communications, adherence and promotion of the Code of Ethics, and full compliance with Internal Controls processes.

Requirements:

Qualified to engineering level or well experienced in an engineering discipline.
Possess a minimum of 10 years experience, successfully leading technical responsibilities including training and technical support hotline for electronic or electro-mechanic equipment. Experienced in the PV or solar inverter industry is desirable.
Good working knowledge of Microsoft Office Suite and Outlook or other e-mail based system.
Entrepreneurial personality with a hands-on mentality.
Possess very strong interpersonal skills, able to communicate effectively over the telephone, face to face and in writing with people at various levels in an organization.
Ability to explain complex concepts to non-technical or sales people.
Able to share own expertise and provide guidance and support to other team members.
Understands, with clarity, key internal/external issues and best practices. Able to adapt to changes in priorities