Technical Support Manager/Specialist

Polarium manufactures intelligent energy storage systems that have the potential to change the way we think about energy. Our team has a proven track record of finding unique business opportunities all over the world and attracting a loyal customer base. With us, you'll be the voice of the company and communicate our market-leading technology throughout our customer funnel in strategic markets. You'll have the chance to excel in a team atmosphere with highly experienced colleagues from a wide variety of backgrounds with the shared goal of finding solutions to global energy challenges.

Location: Stockholm.About the job

We are hiring a Technical Support Manager/Specialist to provide excellent service to our customers and improve our Technical Support Services in general. In this role you will follow-up and drive customer service requests within the Polarium organization and handle customer request such as technical support, claims, data monitoring and installation support.

Responsibilities:

Service Request management (in warranty and out of warranty) for appointed customers

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

Interface with Internal Stakeholders for driving the customer claim process.

Be a key part of Global Technical Support, Ensure SLA are met.

Qualification and experience:

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 Hardware and Software issues

Previous experience in leading teams

Outstanding English communication skills - verbal and written

Experience with Renewable energy Technology Design and Deployment - Low power and High Voltage, is a merit.

Kindly submit your application through the provided apply button in the advertisement on our careers page, as we are unable to accept any applications via email in compliance with the GDPR regulations.

At Polarium, creating change in the energy industry starts with our team. We believe a diverse workplace brings creativity, innovation and better represents our customers, and the many communities they serve, around the world. A positive work-life balance is what supercharges our teamwork and a sustainable personal journey throughout our careers.

Since Polarium launched in 2015, we've been on a mission to redesign the energy industry. We're unlocking the massive potential of energy storage systems through our wide range of intelligent and digital services. Our passion for solving challenges is what drives our next generation of premium energy storage products in use on all continents and in all climate zones. Today, we power businesses, optimize energy usage, and reduce carbon dioxide emissions to create a cleaner future in energy.

We look forward to receiving your application!