Customer After Sale Technical Support Engineer - Ireland
Description
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: Birdhill, 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.