Job Description

Key Responsibilities:

• Oversee the daily operations of the remote wind turbine technicians, ensuring efficient and effective resolution of end-user issues.
• Escalate and communicate to next level of fleet support when remote troubleshooting is not effective ensuring to provide any relevant information to aid in additional support.
• Provide technical guidance and support to the team, assisting with complex issue resolution when necessary.
• Develop and implement procedures and standards for the team to enhance the quality and speed of customer support.
• Monitor team performance through various metrics, setting objectives, and providing feedback and coaching to improve service levels.
• Train and mentor help desk technicians, promoting continuous professional development within the team.

Qualifications:

• Must be able to work variance shifts required for 24x7 operations
• Technical knowledge of computer systems, networks, and software, with the ability to troubleshoot and resolve complex technical issues.
• Excellent leadership and team management skills, with a proven track record of leading a team of 5-10 people in the past.
• Outstanding customer service skills, with the ability to handle stressful situations diplomatically and maintain positive relationships with users.
• Effective communication skills, both written and verbal, with the ability to communicate technical information

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