Operational Manager, Technical Support

Power Factors develops software that accelerates the global energy transition by empowering all renewable energy stakeholders to collaborate, automate critical workflows, and make the best decisions. Power Factors fights climate change with code.

Power Factors has incorporated its four flagship solutions Drive, Greenbyte, BluePoint and Unity to build an integrated suite of open and smart apps. These apps are purpose built for asset management, field service optimization, and performance optimization. Leveraging the domain expertise and machine learning-based advanced analytics within these apps, customers can maximize the value of their renewable assets to stay competitive.

Power Factors’ renewable energy software platform is one of the most extensive and widely deployed solutions in the market with over 200 GW of wind, solar, hydro, and energy storage assets managed worldwide.

Learn more at powerfactors.com.

About the Role

Power Factors seeks a Manager, Technical Support Operations in the Customer Support department to complete our team. As a member of the Customer Support department and reporting to the Director, Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving platform issues, data flows, networking, communication failures, and KPI calculations for the customer assets.

This role is responsible for overseeing the technical support team to ensure efficient operations and exceptional customer service aligned with our 24/7 Global Support Team. Additionally, it involves managing support processes, enhancing team performance, documentation preparation and maintaining a high standard of technical issue resolution.

What You Will Be Doing

• Collaborate with other Americas, APAC, and EMEA Operational Managers to manage shift schedules to ensure 24x7 coverage, including handling time-off requests, shift swaps and ensuring no gaps in coverage
• Oversee the handover process, ensuring that all pertinent information is accurately communicated to the incoming team, and maintaining continuity of service.
• Captures the list of Documentation and Training requests coming from the Support Team members
• Determine specific escalation points within the support team or across departments. Co-operate closely with Managers of departments receiving escalations from Support
• Ensure that the team meets or exceeds SLAs and customer expectations. Adjust Support team members workflows according to SLA and Priority.
• Collect customer feedback and suggestions from support team members regarding process challenges and opportunities. Assess support processes and procedures to identify inefficiencies, bottlenecks, or areas where performance could be enhanced.
• Implement changes to improve efficiency, such as updating case handling procedures, one-point lessons, and enhancing training programs.

What You Will Need to Be Successful

We believe you enjoy working in a purpose-driven organization and that you thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context. This also means that you are effective at managing multiple tasks of varying complexities, work well under pressure, and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox:

• Bachelor's degree in electrical engineering or information technology
• Minimum of 5 years of experience in a technical support role in the renewable industry or operations & maintenance (O&M).
• Extensive knowledge of Freshdesk or other Ticketing platform
• Good understanding of renewable energy sources: Such as Wind, solar, and energy storage systems
• Knowledge of data acquisition systems, SCADA. Ability to interpret networking, data flows, and electrical diagrams.
• Knowledge of common industrial communications protocols like Modbus RTU/TCP, OPC DA/UA, and DNP3.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to solve technical issues by analyzing and interpreting data.
• High degree of accountability, execution, and planning.
• Critical thinking and problem solver.

Preferred Experience

• Minimum of 3 years' experience as a lead or manager of a technically focus team
• Master’s degree in engineering (Automation/Communication/Data Engineering preferred) focusing on data.
• Knowledge of SQL, Python, or other scripting tools to perform data analysis.
• Understanding of complex data analytics in tabular models and reports.

Life @ Power Factors

We are an agile software development company – big enough to make an impact, but small enough to move quickly and execute in a growing industry, taking advantage of rapidly evolving technologies. We are a collective of bold and ingenious talents driven by results. Our team is made up of hard-working, fun-loving people who are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.

Why Join Us

• A humble cause with a clear purpose– you will help us fight climate change with </code> every day at work. We aim to be environmentally conscious in all aspects of our operations.
• Work with passionate experts and top-talents in your field– we are proud of our highly skilled crowd and the savviness each of us brings to the team.
• Friendly and uplifting atmosphere– we believe kindness and respectfulness is core for our culture. A friendly smile or a helping hand is never far away.
• Flexible hours and workplace – it is the result that counts, not when or where. Our hybrid/remote work setup allows everyone to set themselves up for success and create a more sustainable work-life balance.
• All the benefits you expect (and more)– besides the basic benefits (adopted to local needs and norms), you will enjoy perks such as 8h of paid volunteering per year and participation in our Corporate Bonus Program (to name a few).

We Are an Equal Opportunity Employer

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.