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Sr. Manager Tech Support Lead – Residential CS Team
Irvine, CA
Company Overview
LG Energy Solution Vertech, Inc. (LGES Vertech) is a full-service energy storage system supplier and integrator. Using our core strengths of expert service to our customers, unparalleled safety, and excellence in manufacturing, we bring standardized, fully integrated energy storage systems to a rapidly growing worldwide market. Our systems address our customers' needs to reduce capital equipment and installation costs while enhancing system level performance and reliability using automated monitoring systems and analytics across the battery, power conditioning and auxiliary systems. Our AEROS® energy operating system is the engine of innovation to provide advanced control functions allowing our customers to maximize the value of their energy storage assets. Our service capabilities include advanced monitoring and analytics, scheduled maintenance, augmentation, and auxiliary system upgrades. The combination of excellence in battery technology and production coupled with nearly two decades of energy storage integration makes LGES Vertech a leading supplier and integrator in the power and energy markets.
LGES Vertech empowers and expects its team members to assume responsibility and make good decisions, while maintaining a team environment that fosters collaboration and innovation. Our diverse and growing team enjoys competitive salaries, generous benefits, including 100% employer sponsored medical, dental and vision insurance, and flexible working hours.
For more information about LGESVT, please visit www.lgensol-vt.com.
Position Overview
The Senior Manager, Tech support Lead is a new position created by LG Energy Solution’s rapid growth within the North American residential battery market. Reporting to the ESS Residential CS Team Leader (based in CA). The Senior Manager, CS Tech support Lead will be responsible for leading the Technical Support for the key customers as designated by the Residential CS Team Leader. Technical support tasks consist of ensuring the timely Technical Support and delivery of excellent customer service to resolve technical issues. The successful candidate will require an understanding of solar or ESS distribution and/or reseller channel partner sales. Candidate must be able to identify HQ, internal CS team and clients’ needs, generate solutions and respond to requests in a timely manner. This requires the individual to have highly effective communications capabilities, time management skills and the ability to develop and nurture effective relationships with customers and related teams and departments. The role will be within a fast-paced, team-oriented, international business.
Primary Responsibilities
Manage the tech support technicians and fill any gaps that may be present
Responsible to set up training program under the guidance of the Engineering team in US and HQ for not only internal Technical Support members but also major customer’s technical trainer for customer’s tech team training.
Diagnose, troubleshoot and resolve issue with implementations, training technicians, ensure retention, and high levels of customer satisfaction
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Facilitate interaction and workflow between team members
Work independently and as a team to drive maximum Technical Support
Document field trips and product analysis to enable continuous improvement of troubleshooting procedures, product installations, and product robustness.
Participate with a collaborative, inclusive, and respectful attitude in the dynamic environment.
Consistently and concisely detail and document work
Actively engage in field dispatches as needed by key customers
Participate partner inverter companies’ training programs and be certified to service
Actively engage in technical discussions with inverter partners to troubleshoot
Partner with other teams to ensure delivery of an exceptional customer service, as needed
Assist with onboarding and training of new technicians to help upskill the team
