Technical Support Advisor

5 days ago

Johannesburg, South Africa Segen Solar Pty Ltd Full time

To manage a portfolio of products within a defined strategic market. Analysing the success of the product portfolio and deciding if new product introductions are appropriate and the potential impact on the portfolio.

The Product Management Technical Support Advisor’s role is to use their good grasp of existing technologies in the PV space and articulate this information through to SegenSolar customers via the portal. In addition, the role handles direct customer interaction in the form of Webinars and training sessions to SegenSolar’s Installer and Reseller customers.

**KEY RESPONSIBILITIES**:
**LEGAL COMPLIANCE**
- Follow Company policies at all times

**STAKEHOLDER RELATIONS**
- Build and maintain trust relationships with the Management Team, Colleagues and Customers to ensure specific targets are met
- Work as part of the Technical Product Team to ensure a smooth technical operation
- Work collaboratively and engage with key Stakeholders to achieve specific targets
- Strive to maintain an ethical team environment

**TECHNICAL SUPPORT ADVISOR: PRODUCT MANAGEMENT TASKS**
- New product introduction - Manage the new product process ensuring the right product is selected.
- Regularly monitor market conditions and competitor activity and advise on product positioning, pricing, short
- and long-term marketing and business plans, forecasting, future market demand, sales projections, pricing and profit margins, and report market information to the business.
- Develop a business case for new product introduction considering the impact on the whole product portfolio and deliver new product launch plans
- Conduct market research and competitor analysis to stay aware of and ahead of competitive differentiators, driving product introductions and sales positioning
- Guide marketing and sales with required product training (internal and external). Ensure marketing are briefed and prepared so they can initiate sales & marketing plans.
- Conduct pricing reviews.
- Oversight on all Technical and desktop evaluations which should conclude that the product performance and description is in line with its specification
- Oversight on all Technical evaluations and or project manage external technical evaluations with 3rd parties
- Identify dependencies and compatibilities between the different Renewable products and solutions that the company offers
- Ensure that all Technical information on our portal is accurate and relevant to our customers
- Identify any additional components we would need to supply for our customers to have a complete solution (meters, cables, etc)
- Familiarity with PV Syst and ensure our portfolio of products is integrated onto this platform
- Identifying and specifying service offering to aid the process of marketing and delivery of the product lines.
- Instruct procurement when such complimentary new parts are required
- Suggest alternative products based on current catalogue
- Ensure all tech details, descriptions and documents are always up to date on the portal - For both new and existing products
- Identify and manage any changes to the software to support product specific features (with technical support)
- Communicate product and designer updates to sales and marketing, consider the impact of changes to the wider Segen business units and communicate.
- Test our designer for the new product to ensure it works before putting it live (with technical support)
- Transition products out and into the Segen portfolio
- Identifying any new or existing products inclusive those we intend to discontinue
- Communicate the new product to the relevant departments (Account Management, Order Processing, Warehouse Management) including where applicable the following information:

- Conduct Training Webinars and Conferences with our Customers

**HEALTH & SAFETY**
- Keep work area clean and tidy at all times
- Follow Health & Safety procedures
- Report risks and hazards to the Team Leader: Product Management
- Report accidents and incidents immediately to the Team Leader: Product Management

**QUALIFICATIONS & EXPERIENCE**
- Diploma/Degree in Electrical Engineering
- 3+ years Solar PV related background with technical support background
- Good knowledge of local regulations and requirements
- Strong knowledge of off-grid, grid-tied, commercial/residential and battery backup systems

**SKILLS & KNOWLEDGE**
- Excellent Internal and External Communication
- Possessing sound commercial awareness and the ability to determine profitability
- Project Management skills
- Agile methodologies - responsive to rapid changes in the market
- Problem Solving, Sense of Urgency, Completer/Finisher

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

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