Service Technical Support - Power

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

• Uninterruptable Power Supplies
• Rectifiers/Inverters/Converters
• Monitoring protocols Modbus/Backnet/SNMP

Practical Experience

• 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

About The Team

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.