Technical Support Engineer
vor 3 Monaten
Our partners count on us before, during and after the installation.
Ready to Power a Greener Future?
Join Clenergy
At Clenergy, we lead innovation in the renewable energy industry with over 17 years of excellence in Australia.
As market leaders with a global presence and multi-awarded as Australia's Top Mounting Manufacturers for 2023 and 2024, we shape the future of sustainable energy solutions.
Why Clenergy?
Innovative Spirit: We push the boundaries in solar racking, cable tray systems, portable power, and energy storage systems (ESS).
Collaborative Team: Our diverse, multicultural team fosters creativity and tackles challenges with agility and insight.
Customer-Centric: We deliver tailored solutions that exceed client expectations, fostering long-lasting partnerships.
Grow with Us
We're rapidly expanding our influence in the solar energy landscape.
Our innovative approach and market insight make us a formidable force in shaping sustainable energy.
Join our mission and help us power a greener world.
Join Our Team
At Clenergy, you'll be part of a team that values innovation, collaboration, and customer focus.
Are you ready to make a difference?
Apply now and drive the future of solar energy solutions with us
General Description
The Technical Support Engineer (ESS) will be responsible for providing technical support for our ESS and Energy Management Products, managing and improving key sales processes, ensuring efficient contract management, and assisting in sales performance analysis.
This role requires a proactive approach to optimizing sales operations and enhancing customer satisfaction.
Position Title : Technical Support Engineer (ESS)
Location : Melbourne, Australia
Reports to : Technical Manager (ESS)
Primary Responsibilities
Provide technical support for our ESS and Energy Management Products Utilise the company's service management software/CRM system effectively to support technical support operations Collaborate with the engineering and product teams to gather feedback and insights from customer interactions, contributing to product improvements Participate in regular training sessions on new products, updates, and problem-solving techniques Represent the company at trade shows and training events, providing product demonstrations and customer support Main Duties
Customer Support: Resolve customer complaints promptly and satisfactorily Documentation and knowledge-sharing: Contribute to a knowledge database of technical documentation, FAQs, and other materials Industry knowledge: Stay updated with new solar, ESS, and energy management technology Record-keeping: Accurately maintain the service management software/CRM system with up-to-date customer data Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT): Satisfaction level of customers with the support they have received, indicating effective resolution of customer issues and overall good customer experience First Response Time (FRT): The speed at which customer inquiries are initially responded to Resolution Time: The average time it takes to resolve customer issues Escalation Rate: How often customer issues must be escalated to higher levels of support Training Completion Rate: How many members of the support team have completed necessary training on new products and updates Customer Data Accuracy: Ensure data entered into the CRM system has a high level of accuracy and completeness Requirements
Qualifications: Bachelor's degree in Electrical Engineering or related field, SAA Design Certification is an advantage Experience: Minimum of 6 months experience working as an electrical support technician, preferably with solar systems or energy storage devices Solar inverter product knowledge: Strong understanding of residential solar inverters (grid-tied and hybrid topologies), solar configurations and related technical support requirements Residential battery product knowledge: Strong understanding of residential battery products and installation configurations, as well as related technical support requirements Communication and interpersonal skills: Proficient in English reading, writing, and speaking Working rights: Right to work in Australia What We Offer:
A market competitive renumeration package and profit-sharing system.
Opportunities for professional development and career advancement.
A collaborative and innovative work environment.
The chance to be part of a company dedicated to making a positive impact on the environment and society.
The role is full-time.
Clenergy Australia is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
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