Overview
As a Technical Support and Field Engineer, you will be responsible for supporting Sigenergy customers during the installation, commissioning, maintenance, troubleshooting, and repair of devices within the Sigenergy product portfolio. This role is primarily focused on providing technical support remotely through telephone, email, ticketing systems, and remote diagnostics. In addition, the role will also involve attending customer and installer sites when required to support commissioning, fault finding, inspections, and technical investigations. Your aim is to ensure customers and installers can make optimum use of Sigenergy products and receive fast, professional, and practical technical support. You will work closely with local colleagues, Service Managers, HQ Service Teams, and R&D teams to ensure issues are resolved efficiently and professionally.
Responsibilities
* Provide first-line and second-line technical support for Sigenergy products.
* Support installers and wholesalers with technical enquiries via telephone, email, and ticketing systems.
* Assist installers remotely during commissioning, troubleshooting, and maintenance activities.
* Attend customer and installer sites when required to support fault finding, commissioning, and technical investigations.
* Diagnose and resolve issues relating to inverters, batteries, communication systems, meters, gateways, and associated equipment.
* Record technical findings, troubleshooting steps, and resolutions clearly within internal systems.
* Escalate unresolved or complex technical cases to Service Managers, HQ Service Teams, or R&D where required.
* Monitor recurring issues and provide feedback to improve products and service processes.
* Support installer and partner training activities where required.
* Prepare service reports and support ongoing service improvement activities.
Qualifications
* Bachelor’s degree in Electrical Engineering, Renewable Energy, or a related technical field.
* Minimum 2 years of experience within the PV solar and ESS industry.
* Strong technical understanding of inverters, batteries, PV systems, commissioning, troubleshooting, and maintenance activities.
* Experience providing technical support to installers and customers.
* Practical experience attending sites and supporting on-site troubleshooting activities is preferred.
* Strong communication and customer-handling skills.
* Experience working with CRM systems, support tickets, and technical case management.
* Ability to work independently and within a team in a fast-paced environment.
* Full UK driving licence preferred.
* Willingness to travel across the UK and Ireland when required.
* Fluency in English is required. Additional European languages or Chinese would be beneficial.
Working Arrangement
* Hybrid working model
* Combination of remote technical support and occasional field/site activities
* Travel within the UK and Ireland may be required based on operational needs
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