Technical Support Manager

Role Overview

• Lead the technical support team and provide expert guidance on inverter installation, operation, maintenance, and troubleshooting.
• Ensure timely resolution of technical issues, high customer satisfaction, and improved product knowledge in the market.

2. Team Management

• Lead and monitor the performance of Field Service Engineers (FSEs).
• Provide technical training to enhance team capabilities and problem-solving efficiency.
• Develop training programs on the latest inverter technologies.

3. Customer Support

• Provide technical assistance through phone, video calls, and online platforms for issues that cannot be resolved by Field Engineers.
• Conduct remote diagnostics and troubleshooting of inverter systems.
• Escalate critical technical issues to the relevant departments for timely resolution.
• Analyse customer feedback to identify recurring issues and recommend improvements in product design and support processes.

4. Technical Expertise

• Maintain knowledge of the latest inverter technologies, product features, and industry standards.
• Develop and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Coordinate with the factory team to identify and resolve technical issues related to new product launches.

5. Training and Development

• Conduct technical training sessions for sales teams, installers, and other stakeholders on inverter features, installation, and troubleshooting procedures.

6. Required Skills and Qualifications

• Strong knowledge of electrical systems, power electronics, online and offline solar inverters, and solar PV technology.
• Extensive experience in inverter troubleshooting and repair.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Proven leadership and team management abilities.
• Bachelors degree in Electrical/Electronics Engineering or a related field.