Technical Support Engineer
●The Technical Support Engineer is responsible for performing the company’s products including Energy Storage System (ESS) with installation, commissioning and troubleshooting and generally maintaining our customers’assets related to our products.
●This position is responsible for managing time and resources so that customers are serviced promptly and effectively.
●Prepare product service documents and update online technical documents.
●Prepare training material including documents, presentation slides, and videos. Provide training to customers and colleagues.
●Supervise the installation, troubleshooting and maintaining energy storage systems and associated equipment to ensure 100% customer satisfaction.
●Response after sales claim escalation process, solve customer problems, dispatch case to the service station, escalate to complaint case, or escalate to higher level technical support team.
●Communicate to customers the required action plans for installation, maintenance, repairs and/or upgrades to their equipment and any parts that needed to be ordered.
●Work with product line technical team on resolving customer issues, servicing as the expert on the company’s products. Coordinate with suppliers on further escalating customer technical needs.
●Carry out on-site root cause analysis on system failures; Provide complete and thorough documentation and reports upon completion of each assigned job.
●Maintain spare parts and raw materials, working with regional office/headquarter service team.
●Ensure that all business activities are performed with the highest ethical standards and in compliance with the FranklinWH Code of Business Conduct.
●Complete other duties and projects as assigned.
Qualifications And Experience
●Batchelor’s degree in engineer or science is preferred.
●Eager to learn and grow. Eager to devote to work. Eager to become successful.
●Ability to troubleshoot and solve problems independently.
●lity to read & understand electrical, structural, mechanical & architectural drawings.
●Must be self-driven, highly motivated & able to work with minimal supervision.
●Ability to travel up to 70%, some nights and weekends may be required.
●Ability to work in both office and outdoor environments.
●Must have excellent written and verbal communication skills.
●Can perform well under pressure.
●A good understanding of electrical installation, solar electrical systems, and customer service is a plus.
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 with employer matching.
●PTO and sick days.
●This is a full-time position.
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.