Technical Support Manager
Position Summary/Objectives of Incumbent: The purpose of this position is to provide sales and service departments with the necessary technical support in the form of application assistance, product documentation, over the phone support & classroom training.
Key Responsibilities
* Work with the Technical Support Manager to ensure training programs are developed and updated to satisfy the present & future needs Service teams.
* Review common technical field issues and carry out investigation and analysis for follow up where required with the factory engineering or provide amendments to field procedures to correct problems.
* Assist field service personnel in situations of technical difficulty and liaise with Technical Support Manager or factory as required.
* Assist in developing training material and carry out training courses for field service engineers, partner engineers and customers on our range of UPS Power products and services.
* Assist in preparation of Service Technical Bulletins in response to product issues and resulting from Engineering Change Notices.
* Assist with investigation of power product site issues, and ensure action is taken to resolve issues to the requirements of the equipment/project specifications.
* Assist Technical Support Group to develop common procedures for installation commissioning and servicing.
* Develop and maintain a service database of common faults and technical documentation.
* Assist Service Director & Technical Support Manager to develop improvements in spares stocking via managing Power Spares inventory for ANZ.
* Assist to develop and maintain New Product Specification guidelines and ensure all serviceability issues are addressed and validated before product release.
* Work closely with factory Quality Control Managers and ensure all quality issues and RCARs are processed.
* Execute Power Quality Audits as necessary across ANZ.
OHS, Environment & Quality
* Comply with all Work Health & Safety, Environment and Quality obligations
* Actively promote safety in the workplace
Education / Qualification
* Bachelor of Electrical Engineering / Mechatronics / Electronics
Specialist Knowledge
* Technically conversant in modern PWM power/electronics equipment: Uninterruptable Power Supplies, Rectifiers/Inverters/Converters, Monitoring protocols Modbus/Backnet/SNMP
Practical Experience
* Experience involving one or more of the following activities: Production Engineering, Field performance evaluation, System fault finding
Personal Characteristics
* Excellent communication, inter-personal and problem-solving skills
* Learning agility
* Ability to work collaboratively in a team environment
* Ability to multitask and prioritize workloads
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