Technical Support Team Lead

4 weeks ago

Union, New Jersey, United States SATEC Full time
About SATEC

SATEC is a global leader in the research, development, and manufacturing of energy management solutions. Our focus is on innovating quality products that meet today's advanced energy management needs. With decades of rich experience, our team has the technological expertise to deliver flexible solutions for customer applications worldwide.

Job Summary

A SATEC Team Leader, Technical Support is primarily responsible for managing the technical services-related operations and ensuring all external and internal tickets/claims get completed within our established timeframes. The Team Leader's primary focus is to enhance the customer experience and strengthen the SATEC/expertpower brand while supporting our internal team resolve hardware and software issues.

Key Responsibilities
  • Work in resolving technical issues and driving customer issues to a timely resolution.
  • Provide overall direction for the technical support team and monitor metrics regarding customer experience.
  • Develop a strategy and maintain the system to improve all aspects of tech support.
  • Escalate and monitor issues that require assistance from our R&D and software development teams.
  • Manage day-to-day operations within the tech support team to ensure requests are resolved in a timely and effective manner.
  • Serve as a leader, mentor, knowledge resource and escalation point for employees. Build credibility and trust within the technical support team.
  • Drive timely identification, investigation, resolution, root cause analysis and replication of technical issues.
  • Assist technically for maintaining the reliability and performance of customer systems.
  • Assist customers with site-specific questions.
  • Provide feedback to the Engineering team for product improvement. Oversee creation of documentation and reviews for our knowledge base system.
  • Oversee quality and reliability of product verification and operation.
  • Give technical advice to the expertpower solution team and Product Assembly team for improvements.
  • Partner with order fulfillment team to modify devices based on customer specific orders.
  • Perform repairs on incoming warranty meters and provide quotes for repair.
  • Configure customer expertpower sites, according to their requirements when needed.
  • Create, update, monitor, track, and close tickets for support requests.
Qualifications
  • Bachelor's degree in engineering, preferably Electrical Engineering or Computer Science.
  • Skilled in computers with a deep software knowledge.
  • Minimum 4 years of experience in system troubleshooting, analysis and problem solving.
  • Skilled in various Microsoft software.
  • Strong understanding of Serial, Fiber and Ethernet communications.
  • Knowledgeable in metering products and billing systems.
  • Knowledge of three phase power systems.
  • Team leader enjoying the cross-functional interaction.
  • Quick learner and comfortable working in a fast paced and dynamic environment.
  • Strong written and oral communication skills.
  • Knowledge of hand tool use and soldering experience.
  • Experience with RTU, HMI, SCADA, and other data acquisition systems.
  • Understanding of various communication protocols is a plus (Modbus, BACnet, etc.).

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