Position Details

Position Summary

The Technical Support Engineer at FranklinWH is instrumental in commissioning, troubleshooting, and maintaining customer installations of our Energy Storage Systems (ESS) and related products. This role demands effective management of time and resources to ensure that customers receive prompt and superior service. Reside in Hawaii is a must.



Prepare and update product service documents and online technical materials using the Freshdesk platform.

Develop training materials, including documents, slides, and videos, and deliver training to customers and colleagues. This also involves receiving training from the R&D and T3 technical teams to stay updated on product knowledge.

Upon receiving customer complaints, log them into our ticketing system and manage the case throughout its lifecycle. This involves solving customer problems, dispatching to sites as necessary, and escalating complex issues to the Tier 3 support team.

Communicate clearly with customers about required action plans, drawing on feedback from the T3 team or documentation, to guide them on next steps.

Act as a technical expert on FranklinWH products, working in tandem with the product line technical team to resolve customer issues.

Conduct on-site root cause analysis in case of system failures and document findings thoroughly.

Manage personal inventory of spare parts and raw materials, as well as maintain individual or regional warehouses, ensuring availability and proper stock management.

Uphold the highest ethical standards in all business activities, in compliance with FranklinWH's Code of Business Conduct.

Take on additional duties and projects as needed.

Qualifications And Experience

Qualifications and Experience

Bachelor’s degree in electrical engineering, or equivalent field experience.

Enthusiasm for learning, growing, and dedicating oneself to work and success.

Ability to troubleshoot and solve problems independently.

Skilled in reading and understanding electrical, structural, mechanical, and architectural drawings.

Self-driven and highly motivated, capable of working with minimal supervision.

Willingness to travel up to 50%, with some nights and weekends potentially required.

Able to work effectively in both office and outdoor environments.

Excellent written and verbal communication skills.

Solid understanding of electrical installation, solar electrical systems, and customer service is advantageous.

Compensation And Benefits

FranklinWH offers a competitive salary plus fully comprehensive benefits and a performance bonus package based on an annual objective achievement. Our generous benefits package includes:

a 401(k) Retirement Plan.

medical/dental/life/disability program.

PTO, and sick days.

Life insurance and long-term disability.

Generous Travel Per Diem.

FranklinWH is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.

Agency applications will not be considered.