Lead and develop the technical support function for the DACH market (Germany, Austria and Switzerland), setting priorities, service standards and ways of working for the regional support team.
Manage, coach and support technical support engineers, including workload allocation, capability development, performance feedback and technical training.
Own the escalation process for complex customer and product issues, ensuring timely root-cause analysis, clear communication and effective resolution.
Establish and monitor service KPIs, response times and issue trends; use data to improve customer satisfaction, team efficiency and support quality.
Provide senior-level pre-sales and after-sales technical support to Sales Managers, distributors, installers, EPCs and key customers, including product selection, system configuration, installation, commissioning and troubleshooting.
Build and maintain strong technical relationships with key customers through regular meetings, site visits and project support.
Plan and deliver new product launches, technical training, webinars, workshops and customer events in the DACH market (Germany, Austria and Switzerland).
Collect and communicate customer requirements, market feedback and recurring technical issues to Product and R&D teams, and drive follow-up actions.
Coordinate local product testing and validation, including firmware, software, compatibility and system integration testing.
Develop and maintain technical support processes, knowledge bases, manuals, FAQs, troubleshooting guides and training materials.
Work closely with Sales, Product, Service and R&D teams to ensure consistent technical solutions and continuous improvement.

Requirements

Bachelor's degree or above in Electrical Engineering, Electronics, Renewable Energy, Automation or a related technical field.
Strong experience in technical support, field service, application engineering or pre-sales engineering, ideally within solar PV, inverters, battery energy storage or renewable energy systems.
Previous experience leading, coaching or coordinating a technical support or service team.
Strong understanding of PV systems, inverters, batteries, electrical systems, communication systems and commissioning.
Proven ability to manage escalations, prioritise multiple cases and drive issues through to resolution.
Strong troubleshooting, root-cause analysis and problem-solving skills.
Customer-focused leadership style with strong stakeholder management and cross-functional collaboration skills.
Comfortable communicating with installers, distributors, EPCs and professional customers at both technical and management levels.
Willingness to travel within the DACH region and occasionally within Europe.
Fluent German and good English skills are required. Chinese is preferred.

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SAJ Electric