Job Description The Service Manager oversees EVSE's field and remote support operations. You will manage a blended team of onshore and offshore professionals, ensure service standards are met, and handle escalations for complex technical issues from both internal teams and customers. YOUR KEY ACCOUNTABILITIES Lead and develop your team through regular check-ins, clear expectations, and performance feedback; support skill development, recruitment, onboarding, and training initiatives. Manage team scheduling, leave, and capacity planning to maintain consistent service coverage and operational efficiency. Oversee field service and remote support operations to ensure SLAs and service standards are met, monitoring key performance metrics including ticket resolution times, first-fix rates, uptime, and CSAT. Manage Zendesk ticket workflows, escalation processes, and resource allocation across operational areas to optimize service delivery. Handle escalations for complex or high-priority service issues, ensuring customers are kept informed and service delivery meets EVSE's safety standards, quality procedures, and relevant regulations. Track individual and team performance against service quality and customer satisfaction targets, taking action to drive continuous improvement and accountability. Work with the Sales team to support service contract renewals and identify growth opportunities with existing customers. Manage the service operations budget to ensure cost efficiency while maintaining service quality and team capability.
