**Technical Support Specialist Wanted**
We are seeking a skilled Technical Support Specialist to join our team in Brisbane. As a Technical Support Specialist, you will provide onsite assistance for hardware repairs, support, and project activities during solution installations.
**Key Responsibilities:**
* Provide onsite assistance for hardware repairs, support, and project activities during solution installations.
* Evaluate incidents accurately and administer them in the FWA Support system.
* Perform warranty hardware repair work on batteries as required.
**Additional Tasks:**
1. Respond to new support tickets in the FWA Support system and assign relevant tasks to maintain status of support activities against open incidents.
2. Evaluate incidents accurately and administer them in the FWA Support system.
3. Provide weekly reporting to clients on the status of open tickets and target resolution dates and agreed actions.
4. Liaise with clients to arrange support slots to remotely provide support on energy storage solutions relevant to a support ticket.
5. Maintain asset information up to date in the FWA Support system as support is being done against open incidents.
6. Liaise with FW factory support engineers for level 3 support tickets as necessary to ensure incidents are resolved in a timely manner.
7. Liaise with the FW factory and clients for hardware repair on products where warranty repair has been agreed as per the FW Factory process on warranty repairs.
8. Execute warranty hardware repair work on batteries as required and when agreed with the FW factory and clients.
9. Analyze and test machines, equipment, instruments, and control systems to diagnose faults.
10. Adjust, repair, and replace worn and defective parts and wiring, and maintain machines, equipment, and instruments.
11. Create end-user guides to ensure infield troubleshooting can be done and is guided by online content from the FWA Support system.
12. Create and maintain 'How To' guides for use by end-users and installers and distributors on how to install and support FW batteries.
13. Offer solution advice to customers as required and needed from time to time.
14. Provide remote support during commissioning to installers as required and needed from time to time.
15. Provide onsite assistance as required for support, hardware repairs, and project activities during solution installations.
16. Assist with other reasonable tasks related to technical design, installation, and support required from time to time and not listed above.
17. Offer support to the CEO as required in sales discussions when technical input is required on batteries and overall solutions.
18. Offer support to general company-related tasks as required from time to time.