Technical Support Advisor: Theory

4 weeks ago

Johannesburg, South Africa IntelliStaff Full time

Location: Randburg, Gauteng_
- Job Description:_
- The role of the Technical Support Advisor: Theory is to offer pre
- and post-sales remote technical support for the company's Installer and Reseller customers by providing excellent advice and support to a large database of _
- Requirements:_
- _ 2+ years of Solar PV related background with a technical support background_
- _ Good knowledge of local regulations and requirements_
- _ Strong knowledge of off-grid, grid-tied, commercial/residential and battery backup systems_
- Responsibilities:_
- TECHNICAL SUPPORT ADVISOR: THEORY TASKS_
- Pre-Sales Support_
- _ Remote pre-sales PV System design advice on suitable and compatible parts and solutions_
- _ Complete compatibility reviews on customer orders; checking for errors and resolving before dispatch of order, both theoretical and physical reviews/updates_
- _ Supporting the sales department to improve their product knowledge and answering customer queries_
- _ Battery Charging_
- _ Supporting other members of the Technical team_
- _ Representing the company at training events_
- _ Building firm relationships with our customers_
- _ Study of South African and neighbouring countries regulations and product suitability_
- _ Provide constant feedback to management with suggestions to improve the customer experience and internal efficiencies_
- Post-Sales Support_
- _ Remote customer post-sales product/system support diagnosis, solving issues, getting systems working_
- _ Carry out RMA processes for faulty products_
- _ Physical testing of returned goods suspected to be faulty in line with the returns procedure_
- _ Return stock inventory_
- _ Liaising with customers regarding product issues and RMA approval_
- _ Complete firmware updates and testing on products when required_
- _ Provide constant feedback to management on product issues especially where they may impact other customers or the companys stock_
- 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 Theory 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._
- Legal Compliance_
- _ Always follow Company policies_
- Health & Safety_
- _ Always keep work area clean and tidy_
- _ Follow Health & Safety procedures_
- _ Report risks and hazards to the Team Leader: Technical Theory_
- _ Report accidents and incidents immediately to the Team Leader: Technical Theory_

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