Job Description
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 ar...