Technical Support Supervisor, Energy Products

3 weeks ago

Melbourne, Victoria, Australia Tesla Full time
Job Title: Technical Support Supervisor, Energy Products

At Tesla, we're looking for a highly skilled Technical Support Supervisor to join our team. As a key member of our Energy Products Support team, you will be responsible for managing a team that ensures the reliability of our Residential Energy Storage systems.

Key Responsibilities:

  • Supervise a high-performing team to provide effective solutions, meet deadlines, 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
  • 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

Requirements:

  • 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

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