Polarium is a Swedish company dedicated to providing the best performing, safe and sustainable energy storage solutions built on lithium-ion technology. Polarium's headquarters and R&D center are situated in Sweden and the manufacturing in Mexico and Vietnam. Through its global sales channels and representation in the US, South Africa, Sweden, UK, New Zealand and Indonesia, Polarium serves customers worldwide. Today, our market-leading solutions are in use on all continents and in all climate zones - from the Equator to the Arctic.
About the job
We are hiring a Technical Support Manager Europe and Middle East (EME) to provide excellent service to our customers in the EME region and improve our Technical Support Services in general. This role will work improve, lead, and develop the Technical Support team in the EME region. You play a key part in the Global Technical Support function and Interface with several internal stakeholders for driving the customer claim process.
The position reports to Head of Sales EME and is based at the Polarium headquarters in Kista, Sweden.
Responsibilities:
- Service Request management (in warranty and out of warranty) for appointed customers
- Follow-up and drive customer service requests within the Polarium organization
- Ensure SLA are met for all assigned Customer Support Requests
- Build Technical Support services capabilities to meet SLAs and customer needs within region
- Lead, train and develop the Technical Support team within the region
- KPI handling (internal and potential external)
- Internal reporting and escalations
- Build and improve Knowledge database
- Develop and implement tools, process, and routines to service the customers within the region
Qualification and experience:
- 8-10 years' experience working in a Technical Support team in the Power or Electrical Industry, with large accounts, preferably within the Telecom industry
- A technical higher education within the telecom, battery, electrical, mechanical, or similar discipline
- Experiences from data management and working with clients globally at a smaller company is a plus
- Experience in working in a customer ticketing system, such as JIRA Service Desk or a similar system is a must, if you know ITIL and/or 8D it is a merit
- Strong track record of working in a product company in a B2B Technical Support role
- Excellent technical power and battery troubleshooting skills, a good understanding of HW issues, as well as of SW in a HW context
- Previous experience in leading teams
- Outstanding English communication skills - verbal and written
- Experience with DC power or Energy Storage Systems is a Plus
- Experience with Renewable energy Technology Design and Deployment - Low power and High Voltage, is a merit
We see that you are:
- Structured, responsible, and a tech savvy problem-solver
- Team-oriented leader
- Service-oriented
- Committed to deliver excellence
- Curious and comfortable to work in an agile, fast-moving environment
What's in it for you?
We offer a challenging position in an open, friendly international environment where we help each other to develop and create value. Your work will have a true impact on Polarium's future success. We also offer a competitive bonus system and a high wellness contribution.
