Technical Support Technician

4 days ago

Johannesburg, South Africa FREEDOM WON Full time

Freedom Won has an opportunity for a **Technical Support Technician **who will be responsible for planning solutions,
troubleshooting, and resolving any difficulties that customers might have with their equipment.

The successful incumbent will install and configure hardware and software, run diagnostic tests and electrical checks to identify
any technical issue, fault or shortfalls in the system, provide technical advice for sales projects, log tickets for all support calls
and make note of queries that could not be resolved, handle and resolve any customer/internal complaints related to technical
and returns department, provide timeous feedback to management on daily duties performed and set an example when dealing
with customers and colleagues by always acting in accordance with Freedom Won’s values.

**Key Responsibilities**:

- Power electronics knowledge (AC/DC voltage control), batteries and invertors/UPS.
- Communication Protocols (languages) - E.g., CAN bus, Modbus, RS 232, RS 485, Hexadecimal, Binary.
- Experience with updating firmware on batteries and inverters.
- Communication cables and configurations.
- Technical Support (Technical support calls from clients, remote log in to customer pc doing firmware updates and diagnostics on potentially faulty batteries).
- Faulty battery repairs at HQ or on-site repair.
- Performing fault finding on inverter and battery systems.
- Research and development (testing inverters with our batteries and developing the communication and control integration).
- Responsible for operational understanding of the requirements of the client or system user.
- Knowledge of Electrical design codes and standards.
- Commissioning and installation of Lithium Batteries.
- Create tickets for customer enquiries and help resolve client battery issues.
- Keep record of all phone calls from clients, issues, resolutions and/or recommendations from such calls.
- Develop and maintain a system where clients can go to get information (frequently asked questions) without necessarily having to talk to you.
- Remotely assisting customers with batteries via Anydesk including profile and firmware updates and assessing potential problems or evaluating complaints.
- Offer general technical support to our customers.

**Site Visits**:

- Plan site visits with the RMA department.
- Ensure availability of materials and human resources to carry out the repairs.
- Liaison with the client.

**Minimum Requirements**:

- Grade 12 (Matric).
- Completed Electrical Engineering (Qualification).
- 3+ years’ experience as a Technical Service Technician.
- Must have fundamental understanding of Renewable energy.
- Must have AC/DC knowledge.
- Must have experience in installations of inverters.
- Basic Knowledge of Solar Systems.
- Advanced Microsoft Office knowledge.
- Excellent problem-solving and troubleshooting skills.
- The ability to communicate technical information in an accessible manner to non-technical customers.
- Vendor relations.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Customer-service focus.
- Excellent telephone etiquette.
- Collaborative mindset.
- Hands-on problem-solving ability.
- Outstanding communication skills
- Diligent and firm with high ethical standards.
- No criminal record.

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