Technical Support Manager

Job Description

Technical Services Manager (Renewable Energy Systems)

Location: GivEnergy Head Office in Newcastle-under-Lyme, Staffordshire, ST5 9HX

Job Type: Permanent, 37.5 hours per week, Monday – Friday, with shift times falling between 8:30am – 7pm (with some flexibility for out of hours cover on a rota basis)

Salary: £32k - £35k pa

DOE and qualification level (plus performance bonus scheme)

Are you tech-obsessed with a passion for sustainability and making a positive impact on the environment? If you enjoy leading people and would thrive in a busy service desk environment, then this could be the perfect role for you!

Are you an experienced Technical Services Manager looking for an exciting new challenge? Due to lightning-fast growth, we’re looking for an additional Technical Services Manager to support our Head of Technical Services with the line management of our incredible Technical Contact Centre Team. They are our technical heroes, the specialist backbone of our business who thrive on customer satisfaction, minimising product downtime and reducing unnecessary on-site support through routine monitoring and remote diagnosis.

This is not your average technical services role, as all our product hardware and software is designed and built in-house. You’ll quickly become a product guru with the passion and enthusiasm to lead and develop our team and contact centre processes.

About Us:
GivEnergy is a globally established, leading energy storage manufacturer of electronic equipment designed to manage energy use and production. We specialise in our range of inverters and battery systems which allow our users to store their renewable/cheap-rate energy, ease pressure on the grid and save some serious money. The team you will manage offers remote product support providing resolutions from incoming requests via phone calls, chat and emails to ensure that all products (hardware and software) are running at optimum efficiency. Join us in empowering energy freedom for all!

Key Accountabilities Include:
Senior point of contact for customer, installer and colleague support by phone, email and live chat to assist with technical and product-based issues across all product lines.
Management of all inbound and outbound contact centre touch points including phone, chat and email.
Liaison with Head of Technical Services and other departments to identify trends, suggest improvements to support more efficient service delivery.
Provide resolution to ensure outstanding customer service is being delivered in line with policy.
Direct line management of a growing team including performance and absence management, training and development.
Responsibility for ensuring adequate staffing and resilience in line with business demands.

What We’re Looking For:
Bachelor's degree in engineering, renewable energy/related field would be advantageous.
Good level of experience in people management with strong abilities in mentoring, developing and leading a small-medium sized technical team.
Experience working with renewable energy systems, products and technology (e.g

batteries/inverters)

would be desirable.
Excellent spoken and written communication skills.
Outstanding customer service skills showcasing your positive and helpful attitude – leading by example.
Confident use of IT systems, software and diagnostics.
Interest in problem solving and issue identification.

Why Work With Us?
There couldn’t be a better time to join the thriving energy battery storage industry as it charges from strength to strength. In return for your hard work, this is what we bring to the table:
Performance-based salary review and bonus opportunities.
Refer-A-Friend scheme (£500 per successful referral!)
Make your birthday your own! We offer a paid day off to do whatever makes you happy.
Work in friendly and supportive environment with a smart/casual dress code, and free company branded workwear provided.
We love to home-grow our talent, so there’s plenty of opportunities to progress and grow and bags of continuous professional development.
Discounts available on our products.*
* Terms apply

At GivEnergy, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.

We welcome applications from candidates of all backgrounds, including minorities, women, individuals with disabilities, LGBTQ+ individuals, and veterans.

We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive.

Agencies: Please note that we do not require agency support at this time. Anything received will be treated as a gift.