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Manager, Technical Customer Support

4 months ago

Remote, Oregon, United States Omnidian Full time

About Omnidian

Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We're a well-funded, growth-stage B Corp Certified company offering the potential for enormous impact, both on our products and on the world.

We are headquartered in Seattle, but are open to a remote location depending on role and if a candidate resides within the United States in a state in which we currently employ.

The Job

Omnidian's Residential Operations Team is seeking a Manager,Technical Customer Support. If you are passionate about people engagement and creating a positive work environment for all operations employees, we are excited to meet you. We are looking for someone who is inspired to lead a team delivering outstanding customer experiences in technical customer support. You are curious about solving technical issues for customers while coaching and supporting your teams to their highest potential.

Our ideal candidate will be able to lead and inspire teams, developing goals that tie directly to department and Omnidian goals. You will drive high accountability across your direct reports and are a role model in this regard. You are excited to act independently, working cross functionally to identify new ways of doing things, and creating innovative and effective solutions to complex problems. You demonstrate an insatiable curiosity and eagerness to learn. You are an empathetic and caring leader, showing respect and understanding in all situations.

What You'll Do

  • At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you'll be doing:
  • Model our Omnidian core values by coaching, providing feedback, and developmental opportunities to build effective teams.
  • Oversee a team of technical support representatives, ensuring they are properly trained, motivated, and equipped to handle customer inquiries effectively.
  • Assist with escalated customer issues and provide guidance to team members on complex technical problems.
  • Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and ensure the team meets or exceeds performance targets.
  • Continuously refine support processes and procedures to enhance efficiency and effectiveness, implementing best practices to streamline workflows.
  • Maintain a deep understanding of the company's products or services, staying up-to-date with new features or updates, and ensuring the support team is adequately trained on them.
  • Analyze customer feedback and support metrics to identify trends, pain points, and areas for improvement, and implement strategies to address them.
  • Collaborate with other departments such as product development, sales, and marketing to communicate customer needs and feedback, and ensure a cohesive customer experience.
  • Advocate for our customers within Omnidian, representing the voice of the customer and championing their needs in product development and decision-making processes.

Who You Are

  • You are a leader who cares deeply about people, recognizing their potential and having the courage to develop this potential
  • You are an analytical problem solver who is comfortable working in a growth stage company that is fast paced and learning to scale
  • You are self-motivated and are not afraid to act independently and make quick decisions to deliver an outstanding client and customer experience
  • You are passionate about working in a culture to empower others and are excited to become part of a growing start up.
  • You excel in a fast-paced, dynamic environment, where priorities may shift and challenges may arise unexpectedly. You are flexible and adaptable to change.
  • You have excellent verbal and written communication skills to effectively convey technical information to customers, team members, and other stakeholders.

Experience You'll Need

  • 5+ years managing successful teams
  • 4+ years of solar experience, gaining In-depth knowledge of solar photovoltaic (PV) systems, including system design, installation, operation, and maintenance. Familiarity with solar inverters, panels, mounting systems, and monitoring software is essential.
  • Proven experience in providing technical support or customer service. You should have a track record of resolving technical issues, answering customer inquiries, and providing guidance on system optimization and troubleshooting.

Experience That's a Plus

  • Process Improvement experience such as Lean
  • Experience in the broader solar industry, specifically in PV and Storage technical support, field service network operations, installation or financial services
  • NABCEP or similar solar technical certification
  • Established track record of advancing DEI work in companies or communities

Work-Life and Culture

  • All of our roles offer the opportunity to work remotely
  • If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
  • If you are near one of our employee clusters, we offer one or more local gatherings per year
  • We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
  • We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee
  • We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
  • We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
  • We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We're Proud to Be a Certified B Corp

Grow With Us

  • We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
  • The next role in this career track is Sr Manager, Technical Support
  • We're a fast-growing startup, which means we're constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there's gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you've never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.