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Job Post Details

Prosumer After Sale Technical Support Engineer Ireland
Failte Solar
Birdhill, County Tipperary
Permanent, Full-time

Job details

Pay information not provided
Permanent, Full-time
Birdhill, County Tipperary

Full job description

Role Purpose


The Prosumer After Sale Technical Support Engineer is a key contributor towards providing outstanding customer experience. Possessing detailed technical knowledge of solar ecosystem hardware and software, they provide technical support services to customers (end-users) and internal team-members. This includes training, advice, troubleshooting, issue resolution, sales support and continuous improvement activities.


Role Parameters


Reporting to:

Head of Technical Support Department/Technical Director

Budget:

TBD

Number of reports:

0 initially

Location:

Birdhill

On-site

Occasional travel to events, customer premises and site installations required.


Key Accountabilities


Key accountabilities include, but are not limited to, the following:


Understand market and customer technical requirements.

Provide general technical advice and support, pre- and post-sales for Prosumers over the phone and on social media group.

Troubleshoot and resolve technical issues escalated by our customers (prosumers).

Help to manage warranty, exchange, returns and service rebate processes.

Product performance testing and reporting.

Deliver training or software and platform.

Assist with development of technical material, eg training, presentations, proposals, manuals and troubleshooting guides for Prosumers.

Represent the company at conferences, launches, trade shows and other relevant industry forums.

Gather market intelligence and share with internal teams.

Contribute to the development of product development strategies and innovation.

Contribute to the development of capability and scale-up.

Compliance with Environmental, Health, Safety and Quality laws, regulations, policies and procedures.

Conduct that aligns with Climate Action Plan & Energy's Vision and Values.


Measures of Success


Customer satisfaction, eg Net Promoter Score.

Issue response and resolution timeframes.

Customer complaints.

Equipment downtime, eg % of fleet online.

Compliance with laws, regulations, policies and procedures.

Executive satisfaction with contributions to product strategy, innovation and operational outcomes.


Key Competencies / Experience


The successful candidate will be able to demonstrate well-developed competencies and deep experience (at least 2 years) in the following:


Solar ecosystem hardware, software and communications systems (batteries, inverters, solar panels, EV chargers, meters, energy management).

Market technical regulations and requirements.


Technical training delivery.

Customer service and communications.

Proficient in English language.

Persuasive and culturally aware communication.

Personal drive and organizational ability.

Risk awareness and compliance.


Values


Failte Solar is culture based on the values of Integrity, Sustainability, Innovation, Expertise and Enjoyment.


Qualifications


Engineering at graduate or trade-level.

Any industry-specific accreditations required to perform the role in the territory.


Note: Key accountabilities and other elements of this role description will evolve and change over time. It will be updated as required.

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