Service Manager

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.

• Proven track record leading and developing service or technical teams—you 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 skills—both written and verbal—with 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 EVSE's mission to advance electric mobility infrastructure.

Why Join EVSE?

• Work on future‑focused technology with clear pathways into higher‑impact engineering roles
• Build broad technical capability across testing, commissioning, networking, and supplier collaboration
• Gain hands‑on, real‑world engineering experience from day one