Technical Support Supervisor, Residential Energy

2 weeks ago


Melbourne, Australia Tesla Full time

What to Expect
- The Technical Support Tier 2 Supervisor will manager a team that will be responsible for maintaining the reliability of a growing fleet of Residential Energy Storage systems. This includes providing phone support to installers, pro-actively monitoring the fleet, resolving customer issues and assuming ownership of concerns until a resolution is achieved. It will be necessary to collaborate with other departments such as Customer Account Management, Field Service, IT, Customer support, and developers to find appropriate resolutions. Other responsibilities include handling escalations, technical content for knowledge base article, support training content as well as special projects related to the continued planning of the future support model.

What You’ll Do
- Supervise a high-profile, engineer level support delivery team to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance
- Maintain in-depth technical knowledge of company products, complex databases, and high-level technical processes
- Ability to multitask technical responsibilities with other ongoing projects
- Being hands on and performing some of the team tasks to maintain a strong understanding of the challenges faced and search for efficiencies
- Ensure coverage of phone and ticketing queues where agent responsibilities include analyzing, diagnosing, and troubleshooting product performance service issues
- Continuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and compliance
- Conduct interviews, hire, and train new employees
- Mentor, evaluate, and develop direct reports
- Provide guidance for employees on policies and procedures
- Own end-user escalations and see them through until resolution is achieved
- Closely interact with higher level support teams and other technical leaders to share knowledge and establish interdepartmental processes
- Create new knowledge base articles and update them as processes evolve
- Assess and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation

What You’ll Bring
- 2+ years of leadership experience in a customer service industry preferred
- 2+ year of experience in a technical role
- Experience managing direct reports
- Ability to work with steady composure while under pressure in a deadline driven environment
- Exceptional written and oral communication skills
- Ability to coach and cultivate a successful team
- Establish and maintain an encouraging and cooperative working environment
- Effectively handle multiple priorities, organize workload, and meet deadlines
- Flexible schedule and availability for assisting team
- Lead by emanating positivity and accountability
- Degree in Computer Science, Electrical Engineering, Mechatronics or other related fields is a plus



  • Melbourne, Australia Garden Maintenance Supervisor Full time

    **Garden Maintenance Supervisor** $80,000 + signing bonus Full Time Company vehicle and tools provided We are looking for an experienced and motivated member of the horticultural industry to join our garden maintenance team as a supervisor. This is an exciting opportunity to join a passionate team working in some of Melbourne’s most beautiful...

  • Energy Specialist

    2 days ago


    Melbourne, Australia Origin Energy Full time

    Rotating roster | Working hours 8am - 11pm Mon - Sun - Be part of our inaugural Broadband team - Melbourne based, start date 1st July **Delivering good energy starts from within** It’s an exciting time to join Origin. Creating a great place to work means together we’re progressing our ambition to lead the energy transition through cleaner energy and...


  • Melbourne, Australia Viva Energy Full time

    **Instrument and Electrical Supervisor** A career with Viva Energy is more than just a job! It’s an opportunity to be part of something bigger. The opportunity to join an amazing team committed to supporting our evolving energy needs and helping to build a secure and sustainable energy future. Our energy helps people reach their destinations, fuels...


  • Melbourne, Australia Melbourne Full time

    **Residential Supervisor - **West Melbourne / Flagstaff** **Permanent **lea**dership role** Like to **make a difference in the lives of people with disability and their families**? Join us in providing the highest standard of care for clients. At Healthscope Independence Services, we’re dedicated to helping people living with a disability to get the...


  • Melbourne, Australia Tesla Full time

    What to ExpectAn Associate Energy Systems Support Engineer provides technical support for Tesla's Industrial Energy product lines, ensuring Tesla meets its obligations and commitments by responding to inquiries in an accurate and timely manner. This position will ideally suit someone who is client facing with an electrical or engineering background.  This...


  • Melbourne, Australia Tesla Full time

    What to ExpectAn Associate Technical Support Engineer provides technical support for Tesla's Industrial Energy product lines, ensuring Tesla meets its obligations and commitments by responding to inquiries in an accurate and timely manner. This position will ideally suit someone who is client facing with an electrical or engineering background.  This...


  • Melbourne, Australia AGL Energy Full time

    Join the change. Together, we’ll make history. As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as...


  • Melbourne, Australia Arup Full time

    Do you want to make a positive impact on the world? Sustainable development is at the heart of everything we do. Seventy-five years ago, we created a home for creative thinkers seeking to solve the world’s biggest challenges. Today, a collective of 16,000+ Arupians gather across the globe from 140 different countries to build a sustainable future. At Arup,...

  • Energy Analyst

    4 weeks ago


    Melbourne, Australia D'Arcy Weil Full time

    Global Leader - Melbourne or Sydney - Ongoing Career Support **Our client, a global leader in energy management, is looking for an Energy Analyst to join their team in Melbourne or Sydney.** The company is committed to helping clients reduce energy consumption and spend while transitioning to cleaner and more sustainable energy sources. With a focus on...


  • East Melbourne, Australia Dynamic Staffing Solutions Full time

    Do you want to be a leader and mentor staff? - Salary $75K + super - Supervision of 40+ people in Bayswater with a clear career pathway **About Us** Located in Bayswater this manufacturer of building products has been established for over 50 years and currently looking for a highly motivated and driven Supervisor who can take ownership of the day-to-day...


  • Melbourne, Australia Australian Bureau of Meteorology Full time

    Executive Level 1, Ongoing - $103,085 - $116,115 + 15.4% super - Brisbane, Perth or Melbourne The Energy and Resources Innovation Lead, under the direction of the Service Delivery Manager, and as part of the broader Energy and Resources team, is responsible for: - Building, developing and prototyping solutions steered by customer and operational...


  • Melbourne, Australia Amazon Support Services Pty Ltd - D05 Full time

    Are you inspired by invention? Is problem-solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Amazon Robotics are seeking candidates with a passion for learning, technology, and complexity that are always curious how things really work to join our rapidly expanding Robotics Technical Support team as...


  • Melbourne, Australia Institute for Energy Economics and Finan Full time

    **Energy Finance Analyst, Japan** **Japan-based remote working, full time **Join our growing team in Asia as we work towards a zero emissions future.** **About IEEFA** **Roles and Responsibilities** - Research, interpret, and publish reports, analyses, and commentaries covering Japan’s energy sectors. The primary focus of this role will be liquefied...


  • Melbourne, Australia Tesla Full time

    What to Expect What You’ll Do - Responsibilities - Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues with the battery systems - Educate our Installers and customers so they have optimal confidence in the operation of their energy storage system - Determine if a technical solution can be resolved via...


  • Melbourne, Australia Institute for Energy Economics and Finan Full time

    **Energy Finance Analyst, South Korea** **South Korea-based remote working, full time** **Join our growing team in Asia as we work towards a zero emissions future.** **About IEEFA** **Roles and Responsibilities** - Research, interpret, and publish reports, analyses, and commentaries on energy finance issues across South Korea, with a focus on liquefied...

  • Energy Components

    1 month ago


    Melbourne, Australia Infosys Singapore & Australia Full time

    Infosys Consulting, a global advisor to leading companies, offers management and IT consultancy services. We work closely with clients to create customized solutions for their complex business challenges. Our goal is to support organizations in a post-modern ERP world by combining innovative and human-centric approaches with the latest technological...

  • Qualified Landscaper

    4 weeks ago


    Melbourne, Australia Garden Maintenance Supervisor Full time

    **WANTED: Qualified Landscaper** **Be a part of an exciting established company based in the leafy suburbs of Melbourne.** We are wanting a fully qualif ied and experienced Landscaper who can think on their feet be organized and produce works to a high standard in both hard and sof t scaping, predominantly residential works. **Salary: $85,000.00 -...


  • Melbourne, Australia KPMG Full time

    KPMG Australia’s Infrastructure, Assets and Places (IAP) group brings together market-leading strategic, commercial and technical capabilities to create something that is truly unique for our clients and our people. Our Engineering, Asset & Project delivery (EAPD) team within IAP brings together integrated technical and professional skills to deliver...


  • Melbourne, Australia KPMGau Full time

    **Job Description **KPMG Australia's Infrastructure, Assets and Places (IAP) group brings together market-leading strategic, commercial and technical capabilities to create something that is truly unique for our clients and our people. Our Engineering, Asset & Project delivery (EAPD) team within IAP brings together integrated technical and professional...


  • Melbourne, Australia D'Arcy Weil Full time

    Drive sustainable infrastructure investments worldwide with a leading name - Collaborate with industry experts, stakeholders, and communities to create value - Uphold the highest standards of governance, ethics, and transparency in every in **D'Arcy Weil is representing a class-leading infrastructure investment firm at the forefront of driving sustainable...