Job Title – Senior After-Sales Technical Support Engineer
Location: Flexible
Employment Type: Full-time
Overview
The Senior After-Sales Tech Support Engineer will lead the technical support and customer service function, ensuring a seamless experience for customers. This role requires a balance of technical expertise in solar and battery systems and strong understanding of customer service to resolve escalations, and continuously improve service standards.
Key Responsibilities
♦ Technical Support & Troubleshooting
- Provide advanced technical support on solar inverters, batteries, and energy management systems
- Oversee resolution of complex technical issues
- Coordinate with engineering and R&D; teams for product improvements and technical escalations
♦ Warranty, Repairs & Compliance
- Oversee warranty claim handling, product returns, and repair processes
- Manage service partners and spare parts inventory
- Analyse complex customer claim situations and make well-judged decisions that balance customer satisfaction with the company’s best interests
- Ensure compliance with relevant industry standards, safety regulations, and company policies
♦ Customer Experience & Service Management
- Ensure prompt and professional handling of customer inquiries, complaints, and technical requests
- Maintain high levels of customer satisfaction by implementing service best practices
- Develop and maintain technical resources (guides, FAQs, training materials) for customers and partners
♦ Leadership & Team Management
- Lead, coach, and develop the technical customer service team to achieve service excellence
- Define KPIs and performance targets, ensuring accountability and continuous improvement
- Provide training and knowledge-sharing to enhance team technical capability
♦ Process Improvement & Reporting
- Monitor service performance metrics and prepare regular reports for management
- Drive service process improvements and introduce tools to enhance efficiency
- Gather customer feedback and market insights to support product development and quality improvement.
Qualifications & Experience
- Bachelor’s degree in Electrical Engineering, Renewable Energy, or related field
- 5+ years’ experience in technical customer service or after-sales support in the renewable energy industry
- Solid knowledge of solar PV systems, inverters, batteries, and energy storage solutions
- Proven experience managing customer service or technical teams
- Robust communication and problem-solving skills
- Familiarity with CRM systems, ticketing platforms, and service reporting tools
Preferred
- Strong technical acumen with the ability to resolve complex issues
- Customer-centric approach with a focus on delivering high-quality service
- Excellent teamwork, leading, coaching, and conflict resolution skills
- Analytical mindset with strong attention to detail
- Ability to work effectively under pressure in a fast-paced environment
What We Offer
- Competitive remuneration package
- Opportunities for professional development and career growth
- Exposure to cutting-edge renewable energy technologies
- Supportive and collaborative workplace culture.
📌 Job Title – Senior After-Sales Technical Support Engineer
🏢 Redback Technologies
📍 Salisbury