Role Purpose
The Customer After Sale Technical Support Engineer is a key contributor towards providing outstanding customer experience. Possessing detailed technical knowledge of solar ecosystem hardware and software, they provide technical support services to customers (installers) and internal team-members. This includes training, advice, troubleshooting, issue resolution, sales support and continuous improvement activities.
Role Parameters
Reporting to:
- Head of Technical Support Department/Technical Director
- Number of reports: 0 initially
- Location:Redditch, On-site, Occasional travel to events, customer premises and site installations required.
Key Roles and Responsibilities
Key roles and responsibilities include, but are not limited to, the following:
Understand market and customer technical requirements.
Provide general technical advice and support, pre- and post-sales.
Troubleshoot and resolve technical issues escalated by our customers (installers).
Manage warranty, exchange, returns and service rebate processes.
Product performance testing and reporting.
Failure analysis and reporting on field failures and product returns.
Deliver training and evaluate the competency of trainees.
Assist with development of technical material, eg training, presentations, proposals, manuals and troubleshooting guides.
Assist with the local certification of products.
Represent the company at conferences, launches, trade shows and other relevant industry forums.
Gather market intelligence and share with internal teams.
Contribute to the development of product development strategies and innovation.
Contribute to the development of capability and scale-up.
Compliance with Environmental, Health, Safety and Quality laws, regulations, policies and procedures.
Conduct that aligns with Climate Action Plan & Energy's Vision and Values.
Measures of Success
Customer satisfaction, eg Net Promoter Score.
Issue response and resolution timeframes.
Customer complaints.
Equipment downtime, eg % of fleet online.
Compliance with laws, regulations, policies and procedures.
Executive satisfaction with contributions to product strategy, innovation and operational outcomes.
Key Competencies / Experience
The successful candidate will be able to demonstrate well-developed competencies and deep experience (at least 3 years) in the following:
Solar ecosystem hardware, software and communications systems (batteries, inverters, solar panels, EV chargers, meters, energy management).
Hands-on installation, commissioning, troubleshooting and issue resolution.
Market technical regulations and requirements.
Technical training delivery.
Customer service and communications.
Proficient in English and also the local language, for the Germany- and Italy-based roles.
Persuasive and culturally aware communication.
Personal drive and organizational ability.
Risk awareness and compliance.
Qualifications
- Engineering at graduate or trade-level.
- Any industry-specific accreditations required to perform the role in the territory.
Values
Failte Solar is culture based on the values of Integrity, Sustainability, Innovation, Expertise and Enjoyment.
Note: Key roles and responsibilities and other elements of this role description will evolve and change over time. It will be updated as required.
