Head of Tech Support - Solar Energy

Functional

• Provide technical support for the national customer base.
• Provide support with internal technical questions arising from national and international departments (e.g. Sales, Marketing)
• Documentation of support cases with customers according to international standards
• Follow the defined communications channels and support processes
• Collaborate on the continued improvement of products, processes, und tools by actively providing feedback (e.g. support tool) 
• Coordinate, complete and document support related services in agreement with management (e.g. service trips, trade shows, commissioning support, internal and external trainings, creation of webinars)
• Proactively share and develop knowledge and skills within the national support team and national departments
• Proactively collaborate in the achievement of defined support goals and continued improvement of the national support quality. 

The following additional tasks could arise:

• Proof read technical documentation and training materials, including adaption to National requirements.
• Participation in national and international projects (e.g. CRM, Contact Center, SOS,…)
• Entertain and host guests (e.g. training participants, guests to TechSupport…)
• Participation in internal training events (e.g. annual TSI visit, International Tech Support Summit) and distribution of acquired information.
• Support in the integration and development of new employees and internal educational programs (e.g. Trainee program, international apprenticeships, TechSupport exchange program…)
   

Professional

• Completed formal education with a technical qualification is required (e.g. Electrical installation technologies, mechatronics)
• The ability and certification to work with electricity is mandatory
• A minimum of 2 years of professional experience in an office environment is required.
• Specific experience of international companies, technical customer support, continual improvement processes, or the solar industry is desirable.

Personal

• Knowledge of Network Technology
• Communicative talent, who enjoys customer interaction
• Professional assertiveness
• Willingness to travel (10%)
• Good IT knowledge (MS Office Products)
• Driver’s license (advantageous)

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