Technical Support Engineer
About the role
About Company
Alpha ESS Australia is a subsidiary of Alpha Energy Storage Solution Co., Ltd. We are a leading energy storage solutions company in the Australian market committed to transforming Australia into a renewable energy superpower. Our team in Australia provides innovative and reliable energy storage solutions that help customers reduce energy costs and help contribute to a more sustainable future.
Job Description：
Remote Support: Provide technical assistance to customers via phone and email. Utilize customer complaint software to track and manage issues, promptly responding to customer requests. Remotely monitor system performance to ensure the proper operation of energy storage systems.
Willingness to occasionally travel onsite to customer locations for tasks such as software upgrades, network configuration, and system support
Fault Analysis and Reporting: Gather and analyze data related to system faults to identify potential issues and trends. Prepare detailed fault analysis reports for internal team reference and provide improvement suggestions.
Compile and Summarize Product Quality Issues: Collect product requirements and feedback on quality issues, and communicate this information to the quality and internal product teams to drive product enhancements.
Responsible for managing and writing company post-sales documentation.
Establish effective communication with customers, understand their needs, and provide appropriate quality and service. Offer training to customers on energy storage systems to enhance their understanding and usage of the systems.
Qualifications
Bachelor's degree or higher in Electrical Engineering, Energy Engineering, or a related field
Prior experience in the energy storage industry is preferred, especially in solar inverter experience. Outstanding recent graduates will also be considered
Analytical Skills and Troubleshooting skills
Customer Support and Customer Service skills
Excellent written and verbal communication skills，Fluent spoken English
Team player with the ability to collaborate with other departments to resolve complex technical issues
Must be a fast learner, who picks up new things and tools quickly, and willing to learn
Questions about this role
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