Janus Electric | Product Support Specialist | Central Coast
vor 4 Wochen
The Product Support Specialist is a critical role focused on supporting customers and dealerships by providing expert assistance for Janus Electric's electrified trucks, charge stations, and batteries.
This position ensures our innovative products perform reliably, keeping our customers on the move with minimal downtime.
As the first point of contact for technical support, you'll help customers navigate challenges through phone, email, Over-the-Air (OTA) updates, or in-person assistance.
Whether it's resolving simple questions or collaborating with our engineering team on more complex issues, you'll play a key part in ensuring customer confidence and satisfaction.
Your work will not only solve problems but also help prevent them from occurring in the first place.
Beyond direct support, you'll help empower our customers by creating clear, user-friendly manuals, FAQs, and troubleshooting guides.
These tools will make it easier for users to resolve common issues independently, giving them greater confidence in using our products.
In addition to customer-focused responsibilities, you'll track product performance and share insights with the team, contributing to quality improvements and reducing future support needs.
This role offers the chance to make a real impact by blending technical expertise with a customer-first mindset.
If you're passionate about technology, problem-solving, and building connections, this role is a great opportunity to join an innovative team driving the future of electric vehicles.
It's perfect for someone who enjoys collaboration, thrives on solving challenges, and values helping others succeed.
Responsibilities CUSTOMER SUPPORT
Timely and accurate support is provided to all Janus Electric clients – internal and external.
Provide exceptional and professional customer service to all client inquiries, putting the customer at the centre of everything you do.
Troubleshoot and resolve technical issues by analysing problems, identifying solutions and guiding clients through the necessary steps.
Documentation of the troubleshooting processes needed to create a benchmark internal process of stepping through the procedure to root cause issues and get the Janus Electric products back into operation (and to train others to do the same).
Ensure customer satisfaction by managing client expectations and maintaining a positive and empathetic attitude.
Document all customer interactions, issues, root causes and solutions clearly, concisely and promptly.
Rollout hotfixes, containment solutions, upgrades to existing assets in the field, and update support documentation to suit.
Provide product training and guidance to customers on effectively using our applications.
Prepare Customer hardware products with firmware/hardware/configuration requirements.
Provide first contact for Customer Support and organise on-site work, repairs, and updates.
Implement and maintain the support ticket system.
Implement and maintain metrics and report to the business about the "out of service" trend of our products (e.g., Vehicle off-Road, Charge Station Offline, and Battery Out of Service).
Managing Janus Electric's product repairs and managing their timely return to "on-road" status (prioritising the assets that are off-road/out-of-service).
Create and lead the support documentation.
Provide out-of-hours support as per the agreed Janus Electric roster and in line with right the to-disconnect policy.
COMMISSIONING (Minor percentage of the job)
Responsible for commissioning processes on-site (Janus Electric's Electrified Trucks, Batteries, Charge Stations).
Responsible for developing and documenting the commissioning process and procedures.
Collaborate with cross-functional teams, including Production members, Quality Assurance, and Developers, to promptly resolve customer issues.
Support automation of the commissioning process.
QUALITY
Focus on the Quality Assurance of all hardware and software that is being commissioned and feedback continuous improvement opportunities to Production to "build-in-quality" instead of "inspect-in-quality".
Ensuring customer satisfaction (internal & external customers) is one of your priority metrics of success.
Root causing customer problems and providing both short containment solutions and long-term countermeasures into all the Electrified fleet and breakpoint solutions into future Production builds.
Identify, troubleshoot, and escalate complex technical issues to the appropriate Engineering & Production teams for further investigation and resolution.
Ensure these open issues are tracked, and the solutions are built into production ("built-in-quality" vs "inspect-in-quality").
Monitor Janus Electric's in-field products' health and develop health metrics using our ecosystem data.
Develop and implement preventative maintenance plans to reduce Janus Electric product's breakdown time.
Manage "Service Alert Bulletins" (Bulletins for product rework) to send out to customers and ensure the closure of the bulletin's inspection/rework.
Skills and Attributes
Disciplined attitude to close out customer issues to 100%.
Excellent issue resolution tracking process.
Excellent written, verbal, and presentation skills.
Excellent organisational and follow-up skills.
Competent in problem-solving, team building, planning, and decision making.
Excellent people skills.
Negotiation skills and conflict management.
Strong delegation skills.
Strong research and analysis skills.
Qualifications and experience
Bachelor's degree in engineering, computer science, information technology or a similar field.
Minimum of 2-3 years of experience in doing Technical Support of customers (or dealers) and/or the company's assets out in the field.
Technical understanding of complex systems (hardware and software) systems or ability to learn complex systems and what makes them tick.
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