Job Summary:

The Team Manager - Remote Service Support is responsible for leading and developing a high-performing team of Remote Service Support Specialists who provide technical support for Alpitronic's industry-leading DC fast charging solutions across North America. This role is responsible for ensuring exceptional customer service, operational excellence, and timely resolution of technical issues while driving continuous improvement in support processes, team performance, and customer satisfaction.

The Team Manager serves as a key liaison between customers, Field Service, Engineering, Product Management, and other cross-functional teams to ensure efficient issue resolution, effective communication, and a seamless customer experience. This leader will foster a culture of accountability, collaboration, and continuous learning while supporting the company's rapid growth.

Key Responsibilities:

Leadership & Team Development

• Lead, coach, mentor, and develop a team of Remote Service Support Specialists, fostering a high-performance, customer-focused culture.
• Establish clear performance expectations, monitor KPIs, and provide regular coaching, feedback, and performance evaluations.
• Recruit, onboard, and develop team members while identifying opportunities for professional growth.
• Promote collaboration, accountability, and continuous improvement within the team.

Operations Management

• Oversee daily remote support operations to ensure timely, accurate, and professional resolution of customer issues.
• Manage staffing schedules and resource allocation to maintain appropriate coverage and service levels.
• Monitor ticket queues, case backlogs, escalations, and response times to ensure compliance with established service level agreements (SLAs).
• Serve as the primary escalation point for complex technical issues and critical customer situations.

Customer & Technical Support

• Partner closely with Engineering, Product Management, Manufacturing, Quality, and Field Service teams to resolve technical issues efficiently.
• Support the team in diagnosing and troubleshooting electrical, mechanical, software, and network-related issues involving EV charging systems.
• Identify recurring technical problems and collaborate with internal stakeholders to drive corrective actions and product improvements.
• Ensure consistent communication with customers and partners throughout the support process.

Continuous Improvement

• Analyze support metrics, customer feedback, and operational trends to identify opportunities for process improvement.
• Develop and implement best practices, standard operating procedures, and knowledge base documentation.
• Drive initiatives that improve first-call resolution, customer satisfaction, and operational efficiency.
• Support implementation of new technologies, tools, and support processes as the organization grows.

Reporting & Collaboration

• Prepare and present regular reports on team performance, service metrics, customer satisfaction, and operational trends.
• Partner with leadership to establish departmental goals and strategic initiatives.
• Contribute to cross-functional projects that enhance the customer experience and support organizational growth.
• Perform other duties as assigned.

Other duties as assigned

Qualifications:

Required

• Bachelor's degree in Engineering, Business, Information Technology, or a related field, or an equivalent combination of education and experience.
• Five (5) or more years of technical support, customer support, or field service experience.
• Minimum of two (2) years of leadership experience managing technical support or customer service teams.
• Experience in the EV charging, renewable energy, or high-tech manufacturing sector.
• Familiarity with remote diagnostic tools and IoT systems.
• Proven track record in managing remote or distributed teams.
• Strong technical troubleshooting skills, with the ability to guide team members through complex problem-solving.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Experience working with CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.

Preferred

• Experience supporting EV charging infrastructure, renewable energy systems, power electronics, industrial equipment, or similar technical products.
• Familiarity with remote diagnostics, networking, IoT-connected devices, and cloud-based monitoring platforms.
• Experience working in a manufacturing, industrial automation, or high-growth technology environment.
• Knowledge of continuous improvement methodologies such as Lean or Six Sigma.

Ability to commute/relocate: Charlotte, NC: Reliably commute or planning to relocate before starting work (Required)

Work Location: On-site

Job Type: Full-time

Current benefits include, but are not limited to:

Medical, Dental, and Vision Insurance

Life and Disability Insurance

401(k) Retirement Savings Plan administered through Vanguard, allowing eligible employees to contribute pre-tax and/or Roth contributions in accordance with IRS limits. Employees are also eligible for Company matching contributions in accordance with the terms of the plan in effect at the time.

Paid Time Off (PTO): You will accrue Paid Time Off (PTO) annually, prorated based on your start date during your first year of employment. PTO may be used for vacation, personal time, or illness in accordance with Company policy.

Paid Company Holidays in accordance with the Company's annual holiday schedule.

The Company reserves the right to modify, amend, or terminate its benefit plans and programs at any time, consistent with applicable law.