Technical Support Manager

OKAYA; New Delhi; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

OKAYA in India seeks a Lead - Technical Support to head the inverter installation, operation, maintenance and troubleshooting team. You will drive expert guidance, ensure timely resolution of issues, and strengthen customer satisfaction while expanding product knowledge across the market.

You will manage Field Service Engineers, provide technical training, develop training programs on latest inverter technologies, and coordinate with factory teams to resolve product launch challenges.

Qualifications

• Bachelor's degree in Electrical/Electronics Engineering or related field.
• Strong knowledge of electrical systems and power electronics.
• Extensive experience in inverter troubleshooting and repair.
• Excellent customer service and communication skills; able to explain technical concepts to non-technical users.

Responsibilities

• Lead the technical support team and provide expert guidance on inverter installation, operation, maintenance, and troubleshooting.
• Ensure timely resolution of technical issues and υψη customer satisfaction, and improve product knowledge in the market.
• Lead, monitor, and develop Field Service Engineers (FSEs) performance; provide technical training.
• Develop training programs on the latest inverter technologies and coordinate with the factory team for new product launches.

Skills

Leadership

Customer service

Technical troubleshooting

Communication

Analytical thinking

Problem solving

Education

Bachelor's degree in Electrical/Electronics Engineering

Tools

Inverter technology knowledge

Solar PV systems

Job description

Role Overview

• Lead the technical support team and provide expert guidance on inverter installation, operation, maintenance, and troubleshooting.
• Ensure timely resolution of technical issues, high customer satisfaction, and improved product knowledge in the market.

2. Team Management

• Lead and monitor the performance of Field Service Engineers (FSEs).
• Provide technical training to enhance team capabilities and problem-solving efficiency.
• Develop training programs on the latest inverter technologies.

3. Customer Support

• Provide technical assistance through phone, video calls, and online platforms for issues that cannot be resolved by Field Engineers.
• Conduct remote diagnostics and troubleshooting of inverter systems.
• Escalate critical technical issues to the relevant departments for timely resolution.
• Analyse customer feedback to identify recurring issues and recommend improvements in product design and support processes.

4. Technical Expertise

• Maintain knowledge of the latest inverter technologies, product features, and industry standards.
• Develop and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Coordinate with the factory team to identify and resolve technical issues related to new product launches.

5. Training and Development

• Conduct technical training sessions for sales teams, installers, and other stakeholders on inverter features, installation, and troubleshooting procedures.

6. Required Skills and Qualifications

• Strong knowledge of electrical systems, power electronics, online and offline solar inverters, and solar PV technology.
• Extensive experience in inverter troubleshooting and repair.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Proven leadership and team management abilities.
• Bachelors degree in Electrical/Electronics Engineering or a related field.