Senior Aftersales Support Engineer

2 days ago

Changi Airport, Singapore FRANKLINWH SG PTE. LTD. Full time $6,000 - $12,000 per year
Responsibilities
  1. Lead the technical support team in diagnosing and resolving advanced and escalated issues of energy storage system related to products , ensuring timely and effective solutions.

2.Provide in-depth technical guidance and solution to overseas service team and installers.

3.Collaborate with cross-functional teams, including product team and R&D team, to facilitate product enhancements based on customer feedback and service experiences.

4.Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and best practices.

5.Training and guide junior technical service engineers and oversea service team, Expand battery and solar product knowledge and improve problem-solving skills.

6.Utilize data analytics of energy storagy system to identify trends in service requests, proactively addressing potential issues before they escalate.

7.Monitor service escalated issues, manage the closed-loop rate and resolution time of overseas escalated issues, identify risk items promptly and develop solutions.

Required and Preferred Qualifications

1.5+ years of technical service or support experience in the solar or energy storage industry.

2.Strong problem-solving skills, with a proven ability to remote & on-site diagnoses and resolve complex technical issues efficiently.

3.Possess Chinese and English language skills,excellent communication skills, with the ability to convey technical concepts to non-technical stakeholders.

4.Experience with service tools, such as Freshdesk ,CRM or similar.

Preferred

1.Experience in product development.

2.Familiar with power electronics and electrical knowledge, worked as FAE in the solar energy storage industry.

3.Previous experience in leadership or mentoring role.

Technical Skills and Relevant Technologies

1.Deep expertise in power electronics and electrical troubleshooting hardware and software systems.

2.Proficiency with remote monitoring and diagnostic tools.

3.Proficient with hands on diagnostic tools like multimeter, oscilloscope, host computer or similar tools.

Soft Skills and Cultural Fit

1.Strong interpersonal skills with the ability to build relationships with clients and stakeholders.

2.A proactive and analytical approach to problem-solving, with a focus on delivering high-quality results.

3.Ability to thrive in a fast-paced environment, adapting to changing priorities and challenges.

4.Commitment to continual professional development and knowledge sharing within the team.

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