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:    

•    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