Technical Support Team Leader

at  ITM Power PLC

JOIN OUR MISSION

ITM is in the midst of a transformative phase, focusing on streamlined delivery and operational excellence. We’re seeking talented individuals who share our passion for clean energy and our drive to make a tangible impact on the world’s transition to net-zero.
You will be working with an inspiring bunch of people, encouraging each other to be the best we can. We’ve come a long way, join us in the next step of our incredible journey!

KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Renewable Energy, or a related field.
• Relevant industrial body certifications would be a plus.
• At least 5 years of experience in technical support or field service, ideally in the renewable energy or electro-mechanical sectors.
• Proven experience managing a technical support team in a remote environment.
• Experience with hydrogen production systems, electrolysers, or related technologies is highly preferred.
• Experience in leveraging data analytics to drive decision-making, process improvements, and customer support strategies.

SKILLS AND ABILITIES

• Strategic mindset, with the ability to think several steps ahead.
• Strong problem-solving and troubleshooting skills, with a deep understanding of mechanical, electrical, and software systems.
• Excellent leadership and team management abilities, with the capacity to lead diverse, remote teams effectively.
• Proficient in customer relationship management and technical support tools.
• Strong proficiency in data analysis tools and techniques, with experience in using data to inform technical support decisions.
• Excellent communication skills, proficiency in English (required) both written and verbal, to interact with global customers and internal teams. Additional language skills are a plus (German)
• Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced, global environment.

• Strategic Development:
• Develop and implement a comprehensive departmental strategy that aligns with company objectives and supports the growth of our product delivery across global markets. Focus on driving technical excellence, enhancing customer satisfaction, and providing continuous improvement in support processes.
• Design and oversee the infrastructure for a 24/7 global technical support system, ensuring that the team can deliver timely, high-quality assistance to customers in different time zones. Manage scheduling, coverage, and team performance to ensure responsiveness at all hours.
• Leadership & Team Management:
• Lead and manage a team of remote technical support engineers, providing direction, coaching, and professional development.
• Ensure the team meets performance objectives, KPIs, and customer service standards while maintaining a high level of technical expertise.
• Foster a collaborative environment within the support team and with cross-functional teams (engineering, product development, sales).
• Technical Support & Troubleshooting:
• Oversee and manage complex customer support issues, ensuring timely resolution and effective troubleshooting of technical problems related to hydrogen electrolyser systems.
• Provide remote assistance to customers and partners by guiding them through diagnostic processes, repairs, and optimisations.
• Use data from system monitoring tools to identify recurring issues, performance trends, and areas for improvement in customer support processes.
• Work closely with the engineering and R&D teams to escalate and resolve critical technical issues in a timely manner.
• Data-Driven Decision Making:
• Leverage data analytics to monitor the performance of electrolyser systems, identifying patterns, root causes of issues, and opportunities for optimisation.
• Analyse support ticket data, customer feedback, and system performance metrics to make informed decisions that drive improvements in the product and customer experience.
• Use data to identify trends in customer queries and proactively develop strategies to address common issues or improve product features.
• Collaborate with the product development team to provide insights derived from data that can inform design changes or upgrades.
• Customer Relationship Management:
• Maintain strong relationships with key customers, ensuring their technical needs are met and offering proactive solutions to prevent issues.
• Use data insights to provide tailored recommendations for system improvements, hardware upgrades, or other solutions to enhance system performance.
• Provide expert technical advice on maintenance, and operation of electrolysers.
• Process Improvement & Documentation:
• Develop and improve processes for technical support, ensuring efficiency and scalability by utilising data-driven strategies.
• Create and maintain technical support documentation, including troubleshooting guides, FAQs, and user manuals, to help customers self-serve.
• Analyse recurring support issues and collaborate with engineering teams to recommend design improvements or process changes based on data insights.
• Training & Development:
• Organise and conduct training sessions for internal teams and customers, ensuring they are well-versed in system operation and troubleshooting techniques.
• Stay updated on the latest industry trends, product advancements, and technical best practices in the renewable energy and hydrogen sectors.
• Reporting & Analytics:
• Generate and analyse reports on support team performance, customer issues, and system performance to guide product improvements and strategic decisions.
• Track and report on key support metrics such as response time, resolution time, and customer satisfaction, ensuring these metrics are data-driven and align with the overall customer service strategy