Our Client, a Leading Global Specialist in Energy Management and Automation, is seeking an experienced technical support professional with strong expertise in residential solar systems, renewable energy technologies, and customer-facing troubleshooting support. Based in Sydney (Australia) or Adelaide (Australia), this role will report into Team Leader - Advanced Technical Support, H&D. As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and businesses in their post‐sales journey. This includes Installation / Set-up support, maintenance support and Remote troubleshooting assistance.
Home Energy Management Solution Support
* Ensure Solar Installers and Homeowners have a smooth onboarding, commissioning, and product experience with the Home Energy Management System.
* Onboard Installers who are new to HEMS, providing guidance and setup support.
* Handle support calls from Installers during system commissioning to resolve technical issues.
* Resolve Homeowner issues related to the HEMS mobile app via phone and email.
* Work with Wholesalers, Installers, Customers, and Manufacturers to process warranty claims, including arranging replacement parts and installation.
* Perform comprehensive troubleshooting to diagnose system and software issues.
* Escalate complex or software‐related problems to L3 Software Operations teams when required.
Support for Installed Residential Solar Fleet (Clipsal Solar)
* Provide ongoing operational support for the fleet of residential solar systems installed by the Clipsal Solar business.
* Manage relationships with customers, sub‐contracted solar installers, equipment suppliers, and internal engineering teams.
* Review and audit installed residential PV systems to ensure compliance with CEC Guidelines and Australian Standards.
* Understand system component parameters and manufacturer specifications to assess correct installation and operation.
* Communicate technical findings and corrective requirements clearly to sub‐contracted electricians and customers.
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