The After Sales Technical Support Engineer will be responsible for providing high-level technical support to customers, partners, and internal teams for Chloride Exide’s energy storage solutions. This role ensures that post-installation performance, troubleshooting, and customer satisfaction are handled efficiently and professionally.
Key Responsibilities
Technical Support & Troubleshooting
Provide timely and effective technical support for battery energy storage systems (BESS), hybrid inverters, BMS, and related components.
Diagnose and resolve system faults, performance issues, and hardware failures.
Conduct field visits or remote diagnostics to support clients and installation partners.
Customer Support & Relationship Management
Serve as the primary point of contact for all after-sales technical queries.
Ensure high levels of customer satisfaction through proactive communication and problem resolution.
Provide product guidance and operational training to customers and technicians.
Product & System Management
Collaborate with engineering and R&D teams to relay customer feedback and identify product improvements.
Assist in the commissioning, configuration, and monitoring of installed systems.
Maintain accurate service records, warranty claims, and feedback documentation.
Training & Documentation
Deliver technical training sessions to field technicians, service partners, and clients.
Prepare detailed service manuals, troubleshooting guides, and training materials.
Stay updated on product developments and emerging technologies in energy storage.
Quality & Performance Monitoring
Track performance of installed systems and identify opportunities for optimization.
Support the continuous improvement of after-sales processes and service delivery.
Qualifications & Experience
Degree or Higher Diploma in Electrical Engineering, Mechatronics, Renewable Energy, or related field.
Minimum of 3 years of hands-on experience in technical support or maintenance of energy storage or solar PV systems.
Strong understanding of lithium-ion batteries, hybrid inverters, BMS, and power electronics.
Proficiency in using system monitoring tools, remote diagnostics platforms, and mobile apps.
Excellent problem-solving, communication, and interpersonal skills.
Ability to work independently and travel as needed within Kenya and the East African region.
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