[ref. l29486820] Aftersales & Technical Support Engineer

Reports To: Aftersales Manager

We are committed to driving sustainable energy solutions and are expanding our global footprint.

This role requires a strong technical background in electrical engineering, power electronics, and battery systems, coupled with excellent problem-solving and communication skills to ensure high customer satisfaction and system uptime.

Key Responsibilities:

Technical Support & Troubleshooting:

• Provide expert technical assistance to customers, partners, and internal teams on BESS operation, performance, and issues via phone, email, and on-site visits.
• Diagnose complex technical problems, perform root cause analysis, and implement effective solutions for battery modules, Battery Management Systems (BMS), Power Conversion Systems (PCS), Temperature Management Systems (TMS), and other BESS components.
• Utilize remote monitoring tools and data analytics to proactively identify potential issues and optimize system performance.

Field Service:

• Conduct on-site visits for preventive maintenance, corrective maintenance, and warranty repairs of BESS.
• Perform system diagnostics, firmware updates, and component replacements as required.
• Ensure all field activities comply with safety standards, electrical codes, and company procedures.

Documentation & Reporting:

• Prepare detailed service records, technical reports, and job logs for all customer interactions and field activities.
• Contribute to the development and improvement of Aftersales Standard Operating Procedures (SOPs).
• Provide feedback to R&D, Quality, and Project teams on product performance, recurring issues, and potential improvements based on field experience.

Customer Relationship Management:

• Act as a primary technical point of contact for assigned customers, ensuring their needs are met and building strong, trusting relationships.
• Communicate clearly and proactively with customers regarding service timelines, progress, and resolutions.
• Gather customer feedback to contribute to continuous service and product improvement.

Requirements:

• Bachelor's Degree in Electrical Engineering, Electronics Engineering, Power Electronics, Mechatronics, or a related technical field.
• Minimum of 3-5 years of experience in aftersales service, field service, or technical support roles within the power electronics, battery, renewable energy, or industrial automation sectors.
• Strong understanding of Battery Energy Storage Systems (BESS) architecture, components (battery cells/modules, BMS, PCS, TMS), and safety protocols.
• Proficiency in reading and interpreting electrical schematics, single-line diagrams, and technical documentation.
• Hands-on experience with electrical testing equipment (e.g., multimeters, oscilloscopes, insulation testers, clamp meters).
• Knowledge of communication protocols (e.g., CAN, Modbus, Ethernet) used in industrial control systems.
• Experience with remote monitoring systems (SCADA) and data analysis for performance optimization is a plus.
• Good problem-solving, analytical, and critical thinking skills.
• Good verbal and written communication skills, with the ability to explain complex technical concepts clearly.
• Customer-oriented mindset with a proactive and responsive approach to service.
• Ability to work independently and as part of a cross-functional team.
• Willingness to travel locally and regionally (if applicable) for on-site support.
• Familiarity with ground support equipment (GSE) serving tow function, scissor dollies, and light utility vehicles will be good but not a must.