Your Challenges:
• Responsible for after-sales customer service technical support in the Australia region, performing remote troubleshooting and travelling to solve problems on-site when necessary.
• Collect and analyse early product launch issues, batch problems, and major quality concerns, providing root cause analysis in conjunction with the relevant teams.
• Develop and maintain after-sales documentation, including standard FAQ documents (for internal and external customers), maintenance manuals, technical support guides, and product quality notifications.
• Conduct technical training for key channels, distributors, and major clients in the region, including new product launch training and thematic technical guidance, both remotely and on-site.
• Support the local Australia marketing and sales teams by providing technical training to customers and pre-sales staff to ensure smooth project implementation.
• Assist the sales team in handling various after-sales emergencies, crisis events, complaints, and quality incidents from a technical perspective.
• Responsible for the training and skill development of new and existing members of the local after-sales team.
Your profile includes:
• Bachelor's degree or higher in Engineering (Electrical, Electronics, Mechatronics, or a related field) is highly preferred.
• Minimum of 5+ years of experience in a technical support, field application engineering (FAE), or after-sales service role, preferably within the consumer electronics, renewable energy, or power systems industry.
• Proven ability to diagnose and troubleshoot complex technical issues both remotely and on-site.
• Strong technical writing skills with experience creating clear manuals, guides, and reports.
• Excellent presentation and training skills, with the ability to convey technical information to both technical and non-technical audiences.
• High proficiency with office software and data analysis tools.
• A proactive and positive approach to work, with strong decision-making skills and a sense of ownership.
• Exceptional written and verbal communication skills.
• Willingness to travel domestically and occasionally internationally for work.
• Must have full working rights in Australia.