Associate Manager, Technical Support, Solar/PV
Description
Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.
About the role
At Enphase, we take pride in delivering best-in-class service to ensure our customers maximize the benefits of their innovative Enphase solar PV systems.
We’re currently seeking an Associate Manager, Technical Support, based in our Eschborn office, to support key decision-making within our Technical Support department.
In this role, you will report to the Senior Manager, Technical Support, and will be responsible for managing one or more Team Leaders. You will also oversee all Technical Support staff located at our Eschborn office.
You will engage with senior management as well as cross-functional experts from IT, Engineering, Sales, Finance, Logistics, and various business units, requiring a strong blend of business acumen and technical expertise. Candidates should be comfortable in a fast-paced environment and have a strong desire to grow skills and responsibilities.
What you will do
- Provide ongoing support and strategic guidance to Team Leaders in managing daily operations and addressing challenges, ensuring alignment with corporate objectives
- Ensure discipline and strong work ethics for all technical support staff located in Eschborn (efficiency, office presence, technical knowledge, delivery of KPIs, etc.)
- Support with initiatives aimed to generate service revenue
- Collect and analyze data to help leadership forecast budget and staffing needs, communicate business priorities, identifying product-related issues, and driving execution of strategic plans.
- Coordinate with Field Service Leaders to streamline site visits
- Monitor and adjust existing process(es) for effectiveness and efficiency.
- Regularly report statistical data, trends, significant events and milestones.
- Monitor and address critical field issues, drive product enhancements, and ensure thorough documentation of remediation efforts—all in support of ongoing service and product improvement
- Enforce departmental best-practices, documentation, and customer-interaction guidelines.
- Oversee product releases and support Go-To-Market initiatives from a technical support perspective, ensuring readiness, alignment, and successful execution
- Monitor fleet error percentage and drive product, commissioning, and process improvements to reduce field issues
- Participate in in ongoing training on industry standards and Enphase-specific product knowledge.
- Professionally represent Enphase via all communications mediums.
What you bring
- A Bachelor’s degree in Engineering / Business Management or related field plus 3-5 years of management experience. 5-7 years of experience would be considered in lieu of education.
- Candidate must be located near Eschborn.
- Excellent verbal and written communications skills, including conflict-resolution, product documentation, staff training and general, public-facing technical support.
- Proven experience with CRM platforms, particularly Salesforce
- Experience with overseeing, mentoring, and training a team of technical/customer Support technicians.
- Demonstrated experience in internal product support, collaborating closely with software developers and hardware engineers to manage bug tracking, coordinate release schedules, and manage escalations.
- Excellent, interpersonal skills with external customers and internal employees.
- Experience in resource planning and workforce management within a technical support environment is advantageous.
- Knowledge of photovoltaic (solar) products is a plus
What we offer
- Challenging role in a growing industry: Join a rapidly growing, international company at the forefront of the photovoltaic industry.
- Competitive compensation & benefits: Enjoy a competitive salary, quarterly performance bonuses, company stock shares, and other benefits.
- Collaborative work environment: Work in a vibrant, multicultural team alongside colleagues from various countries.
- Training & professional development: Begin with comprehensive training and benefit from ongoing professional development opportunities.
- Career growth: We offer opportunities for advancement, with pathways into more technical roles or leadership positions as you grow within the company.
If you are passionate about advancing a more sustainable future, this is the perfect time to join Enphase!