Technical Support Manager

1 week ago

Sydney, New South Wales, Australia Brilliantalent Full time

Our mission is to become the leading choice for getting started with smart energy, making good technology more impactful by ensuring it's accessible to everyone, and bringing smart solar to the entire world with high-quality products.

we are a global MLPE (Module Level Power Electronics) solution provider, specializing in module-level inverters (microinverters) and storage systems.

With a vision of a clean, sustainable future, we strive to lead the smart energy industry through our rugged technology and reliable products.

With our driven engineer team, 500+ global experts and distribution & service network spanning North America, South America, Europe, Asia, Africa and Oceania, and has empowered homeowners and professionals in more than 70 countries and regions to join the journey to true open energy.

Now we are favored by the market as a trustworthy partner to our investors, installers and end consumers.

  • Maintain, drive, supervise and implement robust technical standards, and improve systems and workflow processes and validation
  • Lead a team of 2 support staff, Provide technical leadership and authority while representing the technical team at both internal and external forums.
- developing products, and address training needs when necessary

  • Provide technical support for
    micro inverters equipment installed in the field
  • Maintain database of technical information install guides
  • Manage the fault escalation process in order to ensure customers and equipment issues are acted on in a timely manner
  • Review support calls to ensure they are effectively processed and scheduled to satisfy all Customer and Sales Team requirements ensuring we provide optimum efficiency
  • Provide support to field operations including the scheduling, completion of work and reporting of any work carried out
  • Reporting on a weekly basis any operational issues that arise
  • Act as a key contact with customers who have technical issues
  • Spare parts inventory control and spare parts order processing
  • Liaise with production and order management to ensure all required information is available to meet installation schedule

Knowledge, Skills and Abilities:

  • Strong technical aptitude with exceptional leadership skills
  • The ability to meet demanding deadlines, work without supervision, use own initiative and possess a positive attitude towards teamwork and customer satisfaction (both internal and external) are all vital role requirements
  • The ability to understand, interpret and prepare financial data, combined with overall commercial acumen is a role requirement
  • A good understanding of engineering change request processes, quality and commercial requirements as they relate to the service function is expected
  • Negotiation skills, together with the capacity to establish, promote, and develop strong relationships for microinverters and ability to have a positive impact working in a diverse workplace, are also crucial elements to the success of this position
  • A good understanding and working knowledge of Safety, Quality and the Environment are important
  • Experience in Microsoft Office Suite

Experience, Education and Qualification:

- +5 years' experience in service / operations management. Experience gained in the industry or similar regulated industry is highly desirable

  • Base in Mel or Sydney.
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