Head of Technical Support

2 weeks ago


dubai, United Arab Emirates Amber & Waseem General Trading LLC Full time
Job Title: Head of Technical Support (ALL Nationalities can apply)Freshers are not welcome, Minimum 5years of experience requiredAbout Our Company:We are a leading Dubai-based manufacturer of batteries and energy storage solutions, specializing in cutting-edge supercapacitor cell technology. Our commitment to innovation and sustainability has positioned us as a key player in the energy storage industry, serving residential, commercial, industrial, and utility-scale applications.Job Overview:We are seeking a dynamic and experienced Head of Technical Support with a robust background in technical support roles within the battery industry. The ideal candidate will play a crucial role in ensuring technical excellence, addressing complex technical inquiries, and fostering strong relationships with customers. The Head of Technical Support will possess in-depth expertise in managing support for batteries, UPS systems, inverters, and other high voltage and low voltage power equipment with complex electronics. A degree in Electrical Engineering or a related field is essential. The candidate should also have a proven track record in leading technical support teams, managing through various channels including ticketing systems, live support, field support, and call centres. The position will also work closely with Product Management and Engineering/R&D teams to ensure alignment between customer needs and product capabilities.Key Responsibilities:Head of Technical Support:
Lead, mentor, and develop a high-performing technical support team.Establish and maintain technical standards to ensure superior service delivery.Promote a culture of technical excellence and thorough understanding of all product technical details among team members.Technical Expertise:Demonstrate practical understanding of supercapacitor/capacitors, batteries including lithium-ion and lead batteries, UPS systems, inverters, high voltage power equipment, grid and off-grid systems, and power conversion systems.Preference for candidates who have experience and practical understanding of interconnecting/configuring batteries/energy storage with other sources of power generation such as solar, wind, fossil fuel/diesel generators, and power conversion systems.Able to utilize technical expertise to resolve customer queries and support issues effectively.
Expertise in Multichannel Support Systems:
Must have prior experience in managing multichannel customer support systems, including extensive use of ticket-based support platforms.Develop and implement strategies to effectively manage customer inquiries across various communication channels, ensuring rapid and accurate responses.
Soft Skills:
Must be able to empathize with customers, be active listener, detail-oriented, ability and interest to check records and historical records and conversations to fully diagnose customer issues and complaints.Must have problem-solving skills and the ability to communicate complex technical information clearly and effectively.Encourage strategic thinking within the technical support team to address issues in alignment with overarching company goals.Empower team members to develop innovative solutions to technical challenges.
Communication Skills:
Fluency and clarity in oral and written English communications are essential.Must ensure all communications are clear and effectively convey technical information to both customers and internal teams.
Development of Technical Support Systems:
Oversee the enhancement of technical support systems, ensuring they meet the specific needs of advanced technology products.Drive the adoption of efficient processes and procedures to optimize technical support operations.
Cross-functional Collaboration:
Work with Product Management and Engineering teams to remain informed about technical aspects of products and upcoming innovations.Align technical support strategies closely with product development and customer needs.
Product Knowledge Transfer and Training:
Conduct and oversee training sessions for the technical support team on new products and updates.Ensure continuous education and upskilling of the team in technical and product knowledge.
Documentation and Technical Knowledge Base:
Collaborate with Technical Writing and Product Management teams to maintain an accurate and comprehensive technical knowledge base for internal use and customer support.
Continuous Improvement:
Lead initiatives to continuously improve the technical support function, enhancing efficiency and customer satisfaction.
Qualifications:
Bachelor's degree in Electrical Engineering, Electronics, or a related technical field.Extensive experience in leading technical support teams, preferably within the battery or related power equipment industries.Advanced knowledge of supercapacitor batteries, UPS systems, inverters, and complex electronic systems.Strong leadership capabilities and the ability to manage complex technical issues.At least 3 years of experience in leading technical support.
Please submit your resume and a cover letter highlighting your experience in technical support for supercapacitor batteries and related systems. Include any relevant references or testimonials. Join our team and play a pivotal role in enhancing our technical support capabilities in the rapidly evolving energy storage sector.Salary and Benefits:
Salary between 4000 – 7000 AED (Negotiable)Health InsuranceTransportationLunch2 days off in a week (Saturday & Sunday)Working days: Monday to Friday, 8am to 6pm
Only shortlisted candidates will be contacted.Job Types: Full-time, PermanentPay: AED5,000.00 - AED8,000.00 per monthExperience:
Technical Support: 5 years (Required)
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