MidFull TimeEN
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
Employees reporting to Incumbent Nil
Main contacts within Company Service, Sales, Product & Solutions, Marketing, Procurement teams
Main contacts outside the Company Partners, Consultants, Customers
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 priorities workloads
