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- Tasks: Lead a remote team providing top-notch technical support for green hydrogen systems.
- Company: Join ITM Power, a leader in the green hydrogen industry, driving global decarbonisation.
- Benefits: Enjoy competitive salary, 25 days holiday, and perks like gym schemes and lifestyle discounts.
- Why this job: Make a real impact on clean energy while working with cutting-edge technology in a dynamic environment.
- Qualifications: Bachelor's degree in engineering or related field; 5+ years in technical support, preferably in renewable energy.
- Other info: Opportunities for career growth in a diverse and inclusive workplace.
The predicted salary is between 42000 - 84000 £ per year.
ITM Power
Location: Sheffield
Direct Applications Only – No Agency Applicants at this stage
About ITM Power
ITM is at the forefront of the green hydrogen industry, designing and manufacturing cutting-edge PEM electrolysers that are instrumental in global decarbonisation efforts. With over two decades of scientific expertise, we’ve established ourselves as industry leaders in clean energy technology.
Our Journey and Growth
As pioneers in green hydrogen technology, ITM is offering the most advanced PEM electrolyser technology in the world. Founded in 2000, ITM Power PLC was one of the first companies of its kind to be listed on the AIM market of the London Stock Exchange. Headquartered in the UK, our state-of-the-art manufacturing facility is the world’s first largest PEM Gigafactory in commercial operation, and home to our R&D and manufacturing. ITM Power Germany is our hub in the heart of the EU. This facility not only houses regional functions including business development and engineering, but also our Aftersales services with the ability to quickly deploy stacks.
Innovation and Impact
Our PEM electrolysers are deployed in some of the world’s largest green hydrogen projects. We continue to push the boundaries of technology, enhancing cost-effectiveness and sustainability.
Join Our Mission
ITM is in the midst of a transformative phase, focusing on streamlined delivery and operational excellence. We’re seeking talented individuals who share our passion for clean energy and our drive to make a tangible impact on the world’s transition to net-zero.
What Are We Looking For
The Technical Support Team Leader will play a pivotal role in ensuring the success of our customers by providing high-level technical assistance for our green hydrogen electrolyser systems. This role will involve leading a team of remote technical support engineers, troubleshooting complex issues, and providing expert guidance to both customers and internal teams, ensuring optimal system performance and customer satisfaction. The role will require coordination with our global customers using the SCADA system remotely by teams based in Sheffield and Germany. A key focus will be on utilising data to drive support decisions, improve customer experiences, and enhance the performance of electrolyser systems.
Responsibilities
- Strategic Development:
- Develop and implement a comprehensive departmental strategy that aligns with company objectives and supports the growth of our product delivery across global markets. Focus on driving technical excellence, enhancing customer satisfaction, and providing continuous improvement in support processes.
- Design and oversee the infrastructure for a 24/7 global technical support system, ensuring that the team can deliver timely, high-quality assistance to customers in different time zones. Manage scheduling, coverage, and team performance to ensure responsiveness at all hours.
- Leadership & Team Management:
- Lead and manage a team of remote technical support engineers, providing direction, coaching, and professional development.
- Ensure the team meets performance objectives, KPIs, and customer service standards while maintaining a high level of technical expertise.
- Foster a collaborative environment within the support team and with cross-functional teams (engineering, product development, sales).
- Technical Support & Troubleshooting:
- Oversee and manage complex customer support issues, ensuring timely resolution and effective troubleshooting of technical problems related to hydrogen electrolyser systems.
- Provide remote assistance to customers and partners by guiding them through diagnostic processes, repairs, and optimisations.
- Use data from system monitoring tools to identify recurring issues, performance trends, and areas for improvement in customer support processes.
- Work closely with the engineering and R&D teams to escalate and resolve critical technical issues in a timely manner.
- Data-Driven Decision Making:
- Leverage data analytics to monitor the performance of electrolyser systems, identifying patterns, root causes of issues, and opportunities for optimisation.
- Analyse support ticket data, customer feedback, and system performance metrics to make informed decisions that drive improvements in the product and customer experience.
- Use data to identify trends in customer queries and proactively develop strategies to address common issues or improve product features.
- Collaborate with the product development team to provide insights derived from data that can inform design changes or upgrades.
- Customer Relationship Management:
- Maintain strong relationships with key customers, ensuring their technical needs are met and offering proactive solutions to prevent issues.
- Use data insights to provide tailored recommendations for system improvements, hardware upgrades, or other solutions to enhance system performance.
- Provide expert technical advice on maintenance and operation of electrolysers.
- Process Improvement & Documentation:
- Develop and improve processes for technical support, ensuring efficiency and scalability by utilising data-driven strategies.
- Create and maintain technical support documentation, including troubleshooting guides, FAQs, and user manuals, to help customers self-serve.
- Analyse recurring support issues and collaborate with engineering teams to recommend design improvements or process changes based on data insights.
- Training & Development:
- Organise and conduct training sessions for internal teams and customers, ensuring they are well-versed in system operation and troubleshooting techniques.
- Stay updated on the latest industry trends, product advancements, and technical best practices in the renewable energy and hydrogen sectors.
- Reporting & Analytics:
- Generate and analyse reports on support team performance, customer issues, and system performance to guide product improvements and strategic decisions.
- Track and report on key support metrics such as response time, resolution time, and customer satisfaction, ensuring these metrics are data-driven and align with the overall customer service strategy.
About You
Knowledge and Experience
- Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Renewable Energy, or a related field.
- Relevant industrial body certifications would be a plus.
- At least 5 years of experience in technical support or field service, ideally in the renewable energy or electro-mechanical sectors.
- Proven experience managing a technical support team in a remote environment.
- Experience with hydrogen production systems, electrolysers, or related technologies is highly preferred.
- Experience in leveraging data analytics to drive decision-making, process improvements, and customer support strategies.
Skills And Abilities
- Strategic mindset, with the ability to think several steps ahead.
- Strong problem-solving and troubleshooting skills, with a deep understanding of mechanical, electrical, and software systems.
- Excellent leadership and team management abilities, with the capacity to lead diverse, remote teams effectively.
- Proficient in customer relationship management and technical support tools.
- Strong proficiency in data analysis tools and techniques, with experience in using data to inform technical support decisions.
- Excellent communication skills, proficiency in English (required) both written and verbal, to interact with global customers and internal teams. Additional language skills are a plus (German).
- Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced, global environment.
What We Offer
The opportunity to work with cutting-edge technology in a rapidly growing industry, within a dynamic environment where you can shape the future of energy and work with a team that’s actively addressing global climate challenges. Our corporate culture values safety, integrity and continuous improvement.
A competitive salary and an excellent contributory pension, 25 days holiday and a wider range of benefits including:
- Buy as you earn (BAYE) share scheme
- Birthday holiday
- Holiday Purchase
- Cycle to work scheme
- Lifestyle Discounts
- Employee Assistance Programme
- Health Cash Plan
- Eye Care
- Gym Scheme
- Life assurance
- EV Car Leasing
- Enhanced Parental Leave
- Motor Save Scheme
- Tech Save Scheme
- Our onsite parking includes free electric car charging points.
We know your career is important to you, it’s important to us too, which is why we also offer opportunities for you to grow and develop your career. If you are looking to join a growing, dynamic business and want to be part of our amazing team we would love to hear from you.
Our success is driven by the exceptional diversity of our people. We are proud to be an equal opportunity employer, committed to promoting and creating a diverse and inclusive environment where we encourage our employees to learn and grow, fuelled by mutual respect in a place where ideas flow and thrive.#J-18808-Ljbffr
Technical Support Team Leader employer: ITM Power
Contact Detail:
ITM Power Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Leader
✨Tip Number 1
Familiarize yourself with the latest advancements in green hydrogen technology and PEM electrolysers. Understanding the technical aspects of these systems will not only help you in interviews but also demonstrate your genuine interest in ITM Power's mission.
✨Tip Number 2
Highlight your experience in managing remote teams effectively. Since this role involves leading a team of remote technical support engineers, showcasing your leadership skills in a similar environment will be crucial.
✨Tip Number 3
Prepare to discuss how you've used data analytics to drive decision-making in previous roles. Being able to provide specific examples of how you've improved processes or customer experiences through data will set you apart.
✨Tip Number 4
Network with professionals in the renewable energy sector, especially those involved with hydrogen technologies. Engaging with industry peers can provide valuable insights and potentially lead to referrals that enhance your application.
We think you need these skills to ace Technical Support Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Technical Support Team Leader position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in technical support, especially in the renewable energy sector. Mention any leadership roles you've held and how they relate to managing remote teams.
Showcase Data-Driven Skills: Since the role involves leveraging data for decision-making, provide examples of how you've used data analytics in previous positions to improve processes or customer satisfaction. This will demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only summarizes your qualifications but also expresses your passion for clean energy and the impact of green hydrogen technology. Make it personal and connect your values with those of ITM Power.
How to prepare for a job interview at ITM Power
✨Show Your Technical Expertise
Be prepared to discuss your experience with hydrogen production systems and electrolysers. Highlight specific projects or challenges you've faced, and how you applied your technical knowledge to resolve them.
✨Demonstrate Leadership Skills
As a Technical Support Team Leader, you'll need to showcase your leadership abilities. Share examples of how you've successfully managed remote teams, fostered collaboration, and driven performance improvements in previous roles.
✨Emphasize Data-Driven Decision Making
Discuss your experience with data analytics and how you've used data to inform decisions in technical support. Be ready to provide examples of how you've identified trends and implemented changes based on data insights.
✨Prepare for Customer Relationship Scenarios
Since maintaining strong customer relationships is key, think of scenarios where you've successfully addressed customer needs or resolved issues. Prepare to explain how you would proactively enhance customer satisfaction in this role.
