Tech Support Lead / Vodja tehnične podpore

20.1.2025
NGEN d.o.o.
EU
m/ž
Povej naprej
Kompatibilnost
Kompatibilnost
Aktiviraj svoj karierni profil in si oglej kako se ujemaš z delovnim mestom
NGEN d.o.o.
NGEN d.o.o.
Moste 101
4274 Žirovnica


Dejavnost:
Elektro

Število zaposlenih:
20 do 49 zaposlenih

Prihodki (zadnji razpoložljivi podatek):


Inženir industrijske avtomatike – PLC programer

NGEN is a vertically integrated company in the renewable energy sector, specializing in the construction and operation of innovative energy storage solutions to provide flexibility to energy markets.

As a European pioneer in Battery Energy Storage Systems (BESS) with its first system deployed in Slovenia in 2019, NGEN is committed to supporting the global energy transition towards sustainability and carbon neutrality. Recent achievements include the deployment and operation of advanced energy storage solutions such as Tesla Megapack and FOXEss products across Europe. NGEN’s proprietary software and smart grid technologies have enabled large industrial consumers, households, and energy suppliers to optimize their energy use, reduce costs, and enhance grid stability.



WWW.NGEN-GROUP.EU

Tech Support Lead / Višji projektni inženir - BESS

Role Overview:

NGEN is seeking a skilled and customer-focused Tech Support Lead to manage and enhance our technical support operations in Europe. Based in Amsterdam, Netherlands, or Žirovnica, Slovenia, the Tech Support Lead will be responsible for overseeing the daily operations of the support team, ensuring timely and effective resolution of technical issues for our battery storage systems and energy optimization solutions. The role involves developing strategies to improve customer satisfaction, providing technical guidance to internal and external stakeholders, and collaborating with other departments during the deployment of energy storage projects. This position will play a key role in supporting the deployment and long-term performance of NGEN’s technology solutions in existing and new European markets.

Responsibilities:

  • Oversee daily tech support operations to ensure efficient and timely resolution of technical issues, maintaining high service standards for NGEN’s solutions.
  • Build and implement a system to monitor support issues, identifying recurring problems and root causes. Regularly report insights to the product team to drive resolutions and prevent repeat issues.
  • Develop and implement strategies to improve customer satisfaction, focusing on faster response times, proactive issue resolution, and clear, effective communication.
  • Train and mentor, the tech support team to enhance technical skills and problem-solving abilities, promoting continuous growth and high performance.
  • Collaborate with cross-functional teams to resolve complex technical issues related to the deployment and operation of battery energy storage systems (BESS).
  • Analyze support metrics and data to identify trends and areas for improvement, using insights to refine processes and elevate service quality.
  • Create and maintain comprehensive support documentation to provide troubleshooting resources for both the support team and customers.
  • Lead customer feedback initiatives, working closely with product teams to communicate insights and contribute to ongoing product improvements.
  • Handle escalations and critical technical issues, coordinating with internal teams to ensure swift resolution and maintaining high levels of customer satisfaction.
  • Stay current on NGEN’s technology developments to offer expert-level support and guidance to customers and internal stakeholders.

Qualifications:

  • At least bachelor’s degree in Electrical engineering or a related field with a strong grasp of relevant technologies.
  • 3+ years of technical support experience, with 1+ years in a leadership role, demonstrating team management in high-demand environments.
  • Strong problem-solving skills and technical expertise to diagnose and resolve complex issues efficiently.
  • Excellent communication and leadership skills, capable of explaining technical concepts to diverse stakeholders and guiding teams toward high performance.
  • Experience with support tools and ticketing systems, using analytics to improve operations.
  • Proven ability to enhance customer satisfaction through a proactive approach to technical issues.
  • Highly organized and detail-oriented, able to manage multiple tasks and meet deadlines.
  • Self-motivated and proactive, able to work independently and anticipate challenges.
  • Stakeholder management skills, capable of engaging with engineers, clients, and senior leadership.
  • Risk management experience, addressing technical risks that may affect timelines and customer satisfaction.
  • Preferred: Experience in the energy sector, particularly in battery systems or energy optimization.

We Offer:

  • Permanent employment with a probation period;
  • Above-average salary reflecting your skills and experience;
  • Flexible working hours and the possibility of remote work;
  • Dynamic work environment with opportunities for professional growth;
  • Engagement in exciting and innovative projects;
  • Direct contribution to reducing the carbon footprint;
  • Work equipment of your choice;
  • Active involvement in the development of an international company in one of the fastest-growing sectors, for supporting the green transformation of society;
  • Work within a highly skilled international team;
  • Additional professional training opportunities;
  • Modern and well-equipped office spaces;
  • Daily meals in our restaurant, Manu;
  • Free EV charging available.

Do you see yourself in this description? Write to us at zaposlitev@ngen.si and introduce yourself briefly.

__________________

NGEN išče usposobljenega in na stranke osredotočenega vodjo tehnične podpore za upravljanje in izboljšanje naših operacij tehnične podpore v Evropi. S sedežem v Amsterdamu na Nizozemskem ali v Žirovnici v Sloveniji bo vodja tehnične podpore odgovoren za nadzor dnevnih operacij podporne ekipe, zagotavljanje pravočasnega in učinkovitega reševanja tehničnih težav za naše sisteme za shranjevanje baterij in rešitve za optimizacijo energije. Vloga vključuje razvoj strategij za izboljšanje zadovoljstva strank, zagotavljanje tehničnih smernic notranjim in zunanjim zainteresiranim stranem ter sodelovanje z drugimi oddelki med uvajanjem projektov za shranjevanje energije. Ta položaj bo imel ključno vlogo pri podpiranju uvajanja in dolgoročne uspešnosti tehnoloških rešitev NGEN na obstoječih in novih evropskih trgih.
Ne odlašaj s prijavo!
Bodi med prvimi.

Opis delovnega mesta

Tech Support Lead

NGEN is a vertically integrated company in the renewable energy sector, specializing in the construction and operation of innovative energy storage solutions to provide flexibility to energy markets.

As a European pioneer in Battery Energy Storage Systems (BESS) with its first system deployed in Slovenia in 2019, NGEN is committed to supporting the global energy transition towards sustainability and carbon neutrality. Recent achievements include the deployment and operation of advanced energy storage solutions such as Tesla Megapack and FOXEss products across Europe. NGEN’s proprietary software and smart grid technologies have enabled large industrial consumers, households, and energy suppliers to optimize their energy use, reduce costs, and enhance grid stability.

NGEN is seeking a skilled and customer-focused Tech Support Lead to manage and enhance our technical support operations in Europe. Based in Amsterdam, Netherlands, or Žirovnica, Slovenia, the Tech Support Lead will be responsible for overseeing the daily operations of the support team, ensuring timely and effective resolution of technical issues for our battery storage systems and energy optimization solutions. The role involves developing strategies to improve customer satisfaction, providing technical guidance to internal and external stakeholders, and collaborating with other departments during the deployment of energy storage projects. This position will play a key role in supporting the deployment and long-term performance of NGEN’s technology solutions in existing and new European markets.

Responsibilities:
• Oversee daily tech support operations to ensure efficient and timely resolution of technical issues, maintaining high service standards for NGEN’s solutions.
• Build and implement a system to monitor support issues, identifying recurring problems and root causes. Regularly report insights to the product team to drive resolutions and prevent repeat issues.
• Develop and implement strategies to improve customer satisfaction, focusing on faster response times, proactive issue resolution, and clear, effective communication.
• Train and mentor, the tech support team to enhance technical skills and problem-solving abilities, promoting continuous growth and high performance.
• Collaborate with cross-functional teams to resolve complex technical issues related to the deployment and operation of battery energy storage systems (BESS).
• Analyze support metrics and data to identify trends and areas for improvement, using insights to refine processes and elevate service quality.
• Create and maintain comprehensive support documentation to provide troubleshooting resources for both the support team and customers.
• Lead customer feedback initiatives, working closely with product teams to communicate insights and contribute to ongoing product improvements.
• Handle escalations and critical technical issues, coordinating with internal teams to ensure swift resolution and maintaining high levels of customer satisfaction.
• Stay current on NGEN’s technology developments to offer expert-level support and guidance to customers and internal stakeholders.

__

NGEN išče usposobljenega in na stranke osredotočenega vodjo tehnične podpore za upravljanje in izboljšanje naših operacij tehnične podpore v Evropi. S sedežem v Amsterdamu na Nizozemskem ali v Žirovnici v Sloveniji bo vodja tehnične podpore odgovoren za nadzor dnevnih operacij podporne ekipe, zagotavljanje pravočasnega in učinkovitega reševanja tehničnih težav za naše sisteme za shranjevanje baterij in rešitve za optimizacijo energije. Vloga vključuje razvoj strategij za izboljšanje zadovoljstva strank, zagotavljanje tehničnih smernic notranjim in zunanjim zainteresiranim stranem ter sodelovanje z drugimi oddelki med uvajanjem projektov za shranjevanje energije. Ta položaj bo imel ključno vlogo pri podpiranju uvajanja in dolgoročne uspešnosti tehnoloških rešitev NGEN na obstoječih in novih evropskih trgih.

Kaj pričakujemo

• At least bachelor’s degree in Electrical engineering or a related field with a strong grasp of relevant technologies.
• 3+ years of technical support experience, with 1+ years in a leadership role, demonstrating team management in high-demand environments.
• Strong problem-solving skills and technical expertise to diagnose and resolve complex issues efficiently.
• Excellent communication and leadership skills, capable of explaining technical concepts to diverse stakeholders and guiding teams toward high performance.
• Experience with support tools and ticketing systems, using analytics to improve operations.
• Proven ability to enhance customer satisfaction through a proactive approach to technical issues.
• Highly organized and detail-oriented, able to manage multiple tasks and meet deadlines.
• Self-motivated and proactive, able to work independently and anticipate challenges.
• Stakeholder management skills, capable of engaging with engineers, clients, and senior leadership.
• Risk management experience, addressing technical risks that may affect timelines and customer satisfaction.
• Preferred: Experience in the energy sector, particularly in battery systems or energy optimization.

Kaj nudimo

• Permanent employment with a probation period;
• Above-average salary reflecting your skills and experience;
• Flexible working hours and the possibility of remote work;
• Dynamic work environment with opportunities for professional growth;
• Engagement in exciting and innovative projects;
• Direct contribution to reducing the carbon footprint;
• Work equipment of your choice;
• Active involvement in the development of an international company in one of the fastest-growing sectors, critical for supporting the green transformation of society;
• Work within a highly skilled international team;
• Additional professional training opportunities;
• Modern and well-equipped office spaces;
• Daily meals in our restaurant, Manu;
• Free EV charging available.

Do you see yourself in this description? Write to us at zaposlitev@ngen.si and introduce yourself briefly.

NGEN d.o.o.
Moste 101
4274 Žirovnica

Dejavnost:
Elektro
Število zaposlenih:
20 do 49 zaposlenih

Prihodki (zadnji razpoložljivi podatek):

Izberi področje dela