Hotline Technical Support Engineer

Description

• Compile and Summarize Product Quality Issues: Collect product requirements and feedback on quality issues, and communicate this information to the quality and internal product teams to drive product enhancements.
• Remote Support: Provide technical assistance to customers via phone and email. Utilize customer complaint software to track and manage issues, promptly responding to customer requests. Remotely monitor system performance to ensure the proper operation of energy storage systems.
• Fault Analysis and Reporting: Gather and analyze data related to system faults to identify potential issues and trends. Prepare detailed fault analysis reports for internal team reference and provide improvement suggestions.
• Establish effective communication with customers, understand their needs, and provide appropriate quality and service. Offer training to customers on energy storage systems to enhance their understanding and usage of the systems.
• Responsible for managing and writing company post-sales documentation.

Requirements

Related knowledge

Work Experience

Educational background

• Bachelor's degree or higher in Electrical Engineering, Energy Engineering, or a related field
• Customer Support and Customer Service skills to achieve satisfaction from customers
• Analytical Skills and problem-solving skills by engineering mind
• Team player with the ability to collaborate with other departments to resolve complex issues
• Willingness to occasionally travel onsite to customer locations for tasks such as software upgrades, network configuration, and system support
• Be familiar with the Australian/international codes but not limit to AS/NZS 3000:2018, AS/NZS 3008.1&2:2017, AS/NZS 4777.1&2:2024, IEC 62619, IEC 62477, IEC 62109, UL1973, UL 9540. etc.
• Excellent written and verbal communication skills in English
• Have a professional background in electronic engineering, electrical engineering, energy, etc., have a certain understanding of circuit, power electronic device applications, control, operation, etc., and understand photovoltaic and energy storage systems.
• Prior experience in the energy storage industry is preferred, especially in solar inverter experience. Outstanding recent graduates will also be considered

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance