System Operations Supervisor

1 week ago

Portland, Oregon, United States Powin Corporation Full time
About Us

Powin Corporation is a leading provider of energy storage solutions, dedicated to creating a cleaner, more sustainable future. Our mission is to advance the next frontier of energy and ensure access to clean, resilient, and affordable power.

Job Summary

We are seeking a highly skilled System Operations Supervisor to oversee 24/7/365 shift operations in our Remote Operations Center (ROC). This role involves supervising shift teams, coordinating with stakeholders, ensuring proper ticket handling, and maintaining system health.

Key Responsibilities
  • Supervise Technical Specialists, conduct regular 1:1 meetings, and mentor team members to foster a culture of continuous improvement and innovation.
  • Train and support team members for efficient daily operations, allocate resources effectively during shifts, and identify and address training needs.
  • Ensure seamless handoff between shifts.
  • Oversee service ticket processing, remote response, and field service support.
  • Coordinate with stakeholders to ensure compliance with Long-Term Service Agreement (LTSA) obligations.
  • Serve as the escalation point for stakeholders, including clients, senior management, and team members.
  • Maintain system health and configuration to optimize performance.
  • Collaborate with various departments to optimize service protocols and procedures.
  • Report and escalate critical updates to relevant stakeholders.
  • Develop and maintain standard operating procedures and quality standards.
  • Participate in root cause analysis, audits, and feedback mechanisms.
Requirements
  • Bachelor's degree in Electrical Engineering, Renewable Energy, or a related engineering field, or equivalent experience.
  • 5+ years customer service/call center experience (technical call center preferred).
  • 4+ years of energy storage systems experience.
  • 2+ years supervising a team or at least 3 years demonstrated leadership skills, including leading projects or cross-functional teams, mentoring junior team members, taking on increased responsibilities within a team, coordinating work across shifts or departments, and developing and implementing process improvements.
  • Proficient in ticketing systems such as Zendesk, Zuper, and Jira or the ability to quickly learn new systems.
  • Ability to prioritize workload within the team for maximum efficiency.
  • Willingness to work night shift (10:00pm – 6:30am), including overtime, holidays, and on-call as needed, weekend shifts may be required.
  • Proficient in creating technical documents, manuals, and operating procedures.
  • Ability to transfer technical knowledge to assist in training and supporting team members.
  • Strong teamwork skills and the ability to work independently with a high sense of accountability.
  • Ability to identify training needs and provide effective training solutions, including training on ROC practices, procedures, and technical documentation.
  • Strong organizational skills to optimize resources availability metrics.
  • Strong communication skills to initiate, maintain, and enhance collaboration with stakeholders.
  • Strong problem-solving skills to identify, analyze, and evaluate complex issues.
What We Offer

Powin Corporation offers a competitive compensation package, including medical, dental, vision, retirement, short-term/long-term disability, life insurance, EAP, 401(k), flexible work arrangements, and more.

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices and laws. We are committed to providing equal employment opportunities to all employees and job applicants without unlawful regard to race, color, age, gender, gender identification or expression, sexual orientation, familial status, religion or creed, national origin, ancestry, medical condition, marital status, protected veteran status, disability (mental or physical), or any other legally protected status under federal, state, or local law.

Powin Corporation participates in E-Verify and candidates will need to pass successfully upon completion of hire date.

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