Service Manager

The Service Manager oversees EVSEs 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 EVSEs 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.

Qualifications :

• Proven track record leading and developing service or technical teamsyou know how to inspire performance and drive accountability.
• 5 years of experience managing service operations with a focus on delivering measurable results and exceptional customer outcomes.
• Technical background in engineering or a related field with strong problem-solving capabilities.
• Hands-on experience with Zendesk or similar helpdesk/CRM platforms at an operational or management level.
• Demonstrated ability to build collaborative relationships across internal teams and external stakeholders.
• Exceptional organizational and communication skillsboth written and verbalwith the ability to juggle multiple priorities and deadlines.
• Strong active listening skills and genuine ability to understand customer needs and build lasting rapport.
• Genuine passion for sustainable technology and alignment with EVSEs mission to advance electric mobility infrastructure.

Additional Information :

Why Join EVSE

• Work on futurefocused technology with clear pathways into higherimpact engineering roles
• Build broad technical capability across testing commissioning networking and supplier collaboration
• Gain handson realworld engineering experience from day one

Remote Work :

No

Employment Type :

Full-time