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Why Clenergy? Innovative Spirit: We push the boundaries in solar racking, cable tray systems, portable power, and energy storage systems (ESS).Collaborative Team: Our diverse, multicultural team fosters creativity and tackles challenges with agility and insight.Customer-Centric: We deliver tailored solutions that exceed client expectations, fostering long-lasting partnerships.Grow with Us We're rapidly expanding our influence in the solar energy landscape. Our innovative approach and market insight make us a formidable force in shaping sustainable energy. Join our mission and help us power a greener world.
Join Our Team At Clenergy, you'll be part of a team that values innovation, collaboration, and customer focus. Are you ready to make a difference? Apply now and drive the future of solar energy solutions with us!
Position Title: Service Engineer (ESS)
Location: Melbourne, Australia
Reports to: Technical Manager (ESS)
Role Overview
We're seeking an experienced Service Engineer to join our ESS Product Engineering team. This role serves as a link between the Product Engineering and Technical Support teams to support our growing fleet of energy storage products. This will involve handling escalations from the Technical Support Team for product failures, providing product and troubleshooting training and maximizing support readiness by automating service ticket creation for known failure modes within the fleet.
Primary Responsibilities Engineering Escalations: Support the Technical Support team by handling engineering escalations (Tier 2 Technical Support ? Tier 3 Engineering).Troubleshooting and Root Cause Analysis (RCA): Conduct RCA on Clenergy ESS products to identify emerging failure modes within the fleet, working with Product Engineering to rectify product failures and incorporate learnings into future products.Product Knowledge: Serve as the Subject Matter Expert (SME) for Clenergy ESS energy products and be able to respond to queries from various cross-functional teams.Documentation and Knowledge Sharing: Document product knowledge in a knowledgebase and provide training to the Technical Support team to maximise support readiness.Fleet Health Analysis: Develop data analysis pipelines to automate the diagnosis and service ticketing of known product issues, create dashboards for use by Product Engineering and Technical Support to evaluate the health of the fleet.Key Performance Indicators (KPIs) Engineering Escalation turnaround times: Number of Tier 2 ? Tier 3 escalations completed within agreed Service Level Agreement (SLA) turnaround times.Tier 2 ? Tier 3 escalation decrease (QonQ %): Quarter-on-quarter decrease of escalation volume as a result of product training, as well as automation of issue diagnosis and service ticketing.Requirements Qualifications: Bachelor's degree in Engineering (Electrical preferred), Mechanical, or related field.Experience: 3-5 years in a similar role such as Service Engineer or Technical Support Engineer with a strong understanding of ESS products and technical support requirements.Solar inverter product knowledge: Strong understanding of residential solar inverters (grid-tied and hybrid topologies), solar configurations and related technical support requirements.Residential battery product knowledge: Strong understanding of residential battery products and installation configurations, as well as related technical support requirements.Communication and interpersonal skills: Excellent written and verbal communication capabilities, with the ability to effectively communicate technical information to non-technical stakeholders.Programming Skills: Programming experience with various languages (C, C++, Python) favourable.Data Analytics Experience: Experience with data analysis (python preferred) relating to power/energy systems favoured, in addition to experience interfacing with databases using SQL.What We Offer: A market competitive renumeration package and profit-sharing system.Opportunities for professional development and career advancement.A collaborative and innovative work environment.The chance to be part of a company dedicated to making a positive impact on the environment and society.The role is full-time. Clenergy Australia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If this describes you and you want to work for a company that delivers quality products, innovation and exemplary service to its partners then please Apply by sending your resume and application to Fei Liu: ****** or Eilene Lin: ******.
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