The Technical Service Engineer is responsible for performing the company's products including Energy Storage System (ESS) with installation, commissioning and troubleshooting and generally maintaining our customers' assets related to our products.
This position is responsible for managing time and resources so that customers are serviced promptly and effectively.
A strong foundation in electrical installation, solar electrical systems, and customer service is required.
Responsibilities Manage Technical Service team, set schedules and priorities to aid in the troubleshooting and repair of equipment within assigned region.
Design technical support structure and set up trouble ticket processes.
Prepare product service documents and update online technical documents.
Set up technical training and certificate program.
Prepare training material including documents, presentation slides, and videos.
Provide training to customers and colleagues.
Supervise the installation, troubleshooting and maintaining energy storage systems and associated equipment to ensure 100% customer satisfaction.
Respond after sales claim escalation process, solve customer problems, dispatch case to the service station, escalate to complaint case, or escalate to higher level technical support team.
Work with product line technical team on resolving customer issues, serving as the expert on the company's products.
Coordinate with suppliers on further escalating customer technical needs.
Carry out on-site root cause analysis on system failures; provide complete and thorough documentation and reports upon completion of each assigned job.
Maintain spare parts and raw materials, working with regional office/headquarter service team.
Ensure that all business activities are performed with the highest ethical standards and in compliance with the Franklin WH Code of Business Conduct.
Complete other duties and projects as assigned.
Qualifications And Experience Minimum of 5 years of installation and troubleshooting experience with ESS and related solar systems.
Ability to troubleshoot and solve problems independently.
2+ years Team Lead or Management experience.
Deep knowledge of relevant regulations and Australian Standards (e.g., UL/IEC electrical code, building codes, international design standards).
Communicate to customers the required action plans for installation, maintenance, repairs and/or upgrades to their equipment and any parts that needed to be ordered.
Experience engaging with and evaluating equipment vendors and service providers (including installers, sub-contractors, engineering firms and EPC contractors).
Ability to read & understand electrical, structural, mechanical & architectural drawings.
Must be self-driven, highly motivated & able to work with minimal supervision.
Ability to travel up to 70%, some nights and weekends may be required.
Must have excellent written and verbal communication skills.
Must have excellent customer service skills.
Electrician certificate is an asset.
Franklin WH offers a competitive salary plus fully comprehensive benefits and a performance bonus package based on an annual objective achievement.
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