Company Description

Connected Energy’s smart meters for solar PV and biogas allow off-grid energy businesses to digitise and scale.

Our low-cost tech for biogas and solar is bringing new opportunities for off-grid energy businesses in over 15 countries. Our products reduce costs for our customers, enabling them to deliver clean electricity and cooking fuel to those in hard to reach places.

The Connected Energy team is based in the UK and India, and serves the global energy access market.

Job description

Salary: Negotiable, expected range 10 - 15 Lakhs per annum

Term: Full-time (5 days per week): 3-month probation, permanent thereafter

Location: Bengaluru, India

Application deadline: 28th May 2021

Application procedure: The first stage of the recruitment process is ‘blind’ - see ‘How to Apply’ at the bottom of this advert and apply here https://connectedenergy.net/careers

 

Connected Energy is a tech company that builds smart metering products, mainly for use in off-grid, rural environments. We work across the clean electricity and cooking domains; building tools that energy companies need to manage their delivery of solar electricity and biogas for cooking. Our aim is to empower 100s of companies with digital tools that enable them to scale up, and provide better customer service. We are fully committed to playing our part in achieving Sustainable Development Goal 7: Ensuring access to affordable, reliable, sustainable and modern energy for all.

We are looking for a Technical Service Manager to provide enterprise-level assistance to our customers, and manage internal technical operations to ensure company and client targets are met. You will diagnose and troubleshoot hardware, comms and software problems, assigning work to others in the team and managing the delivery of technical resolutions. You will be in direct contact with customers, using email and chat applications to give clients quick answers to tech issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

You will also develop policies and strategies for the timely resolution of critical technical issues, and work across the technical team (software, hardware, manufacturing) to ensure work conforms to acceptable standards of quality service. In addition, you will also proactively set up and run product tests to provide insights to our product team. You will join a new team in Bangalore and work with our team in the UK.

To be qualified for this role, you should have excellent knowledge and passion for electronics, comms and software products, be highly organised and able to effectively manage people. Knowledge of IoT technologies and communications protocols is a bonus. Ultimately, you will be a person our customers trust, and our team relies on as a public face of the company.

We are looking for someone with passion and understanding of the energy access sector and/or ICT4D. So if you are clued up on energy access and you’re naturally a helper and a people person, enjoy assisting people with technical issues and are able to explain technical details simply, we’d like to meet you.

Responsibilities

  • Research and identify solutions to software and hardware issues, gaining insights through product testing.
  • Ask customers targeted questions to quickly understand the root cause of the problem, and track issues through to resolution, within agreed time limits.
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
  • Properly escalate unresolved issues and new feature requests to appropriate internal teams (e.g. software developers), and manage delivery.
  • Refer to internal databases or external resources to provide accurate tech solutions, and ensure all issues are properly logged.
  • Prioritise and manage several open issues at one time.
  • Follow up with clients to ensure their systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of a knowledge base and manuals.
  • Provide hands-on training to technical staff to ensure a competent and effective workforce.

Requirements

  • Proven work experience as a Technical Support Engineer, Technical Service Manager or similar role.
  • Hands-on experience with serial interfaces for debugging hardware, and good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose, troubleshoot, report and produce robust analysis on technical issues.
  • Familiarity with help desk software (eg. Zendesk).
  • Excellent problem-solving and communication skills, diplomatically working across teams within the company.
  • Excellent project management - ability to organise and coordinate the activities of technical staff, with a process oriented working style and attention to detail.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Implicit knowledge of electronics manufacturing, automation of test setups and QC processes will be an add-on.
  • Degree in electrical/electronics engineering, computer science or related field, or significant experience in relevant roles.

We Offer

We are a start up offering a highly dynamic and interesting environment to work in with staff in the UK, USA and India. Our work is important to us, but more importantly it stands to be impactful to many others - as we enable companies to scale up their clean electricity and cooking businesses. Working at Connected Energy offers:

  • Social and environmental impact - do something important with your skills, and if you want you can get your hands dirty with real field-work.
  • The chance to grow something with us. This post is for just the 3rd hire in Bangalore; be part of something from the ground up.
  • International exposure - we’re working with customers around the world; 15 countries at last count.
  • Good holidays: we offer the holidays flexible in accordance with UK standards, 33 days off pro-rata annually including public holidays.

Openness, Kindness, Fearlessness, and Adaptability are the values we believe make us the social enterprise we are. We’re looking for someone who will help us shape this culture in our technology team as it evolves. Connected Energy is committed to having a diverse and inclusive workforce.

How to Apply

To apply for this position please take a good look at our website  www.connectedenergy.net to see if you like what we do - then fill in the questionnaire here (https://connectedenergy.net/careers) to submit your application, please also submit your CV at this stage.

This first stage of the process will be assessed ‘blind’, i.e. members of our team will assess your answers independently, and will not know who has submitted them. CVs for those with the highest scoring questionnaire submissions will then be assessed and shortlisted candidates will be invited to interview.

Questionnaires and CVs must be submitted by 28th May. This is the only way to apply, please do not send us any other correspondence apart from clarifications on the job or the process.

Deadline:

28 May 2021