Service Manager

Here at EVSE we put our people first. Our talented, dedicated and passionate workforce strive to keep EVSE at the forefront of EV charging since our inception in 2015. Embracing a vision for a sustainable future, we are dedicated to delivering the latest EV charging technology for every household, business and commercial need.

The Service Manager oversees EVSE's field and remote support operations. You will manage a blended team of onshore and offshore professionals, ensure service standards are met, and handle escalations for complex technical issues from both internal teams and customers.

YOUR KEY ACCOUNTABILITIES

• Lead and develop your team through regular check-ins, clear expectations, and performance feedback; support skill development, recruitment, onboarding, and training initiatives.
• Manage team scheduling, leave, and capacity planning to maintain consistent service coverage and operational efficiency.
• Oversee field service and remote support operations to ensure SLAs and service standards are met, monitoring key performance metrics including ticket resolution times, first-fix rates, uptime, and CSAT.
• Manage Zendesk ticket workflows, escalation processes, and resource allocation across operational areas to optimize service delivery.
• Handle escalations for complex or high-priority service issues, ensuring customers are kept informed and service delivery meets EVSE's safety standards, quality procedures, and relevant regulations.
• Track individual and team performance against service quality and customer satisfaction targets, taking action to drive continuous improvement and accountability.
• Work with the Sales team to support service contract renewals and identify growth opportunities with existing customers.
• Manage the service operations budget to ensure cost efficiency while maintaining service quality and team capability.

• Proven track record leading and developing service or technical teams—you know how to inspire performance and drive accountability.
• 5+ years of experience managing service operations with a focus on delivering measurable results and exceptional customer outcomes.
• Technical background in engineering or a related field with strong problem-solving capabilities.
• Hands-on experience with Zendesk or similar helpdesk/CRM platforms at an operational or management level.
• Demonstrated ability to build collaborative relationships across internal teams and external stakeholders.
• Exceptional organizational and communication skills—both written and verbal—with the ability to juggle multiple priorities and deadlines.
• Strong active listening skills and genuine ability to understand customer needs and build lasting rapport.
• Genuine passion for sustainable technology and alignment with EVSE's mission to advance electric mobility infrastructure.

Why Join EVSE?

• Work on future‑focused technology with clear pathways into higher‑impact engineering roles
• Build broad technical capability across testing, commissioning, networking, and supplier collaboration
• Gain hands‑on, real‑world engineering experience from day one