Job Description

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