Technical Support Manager

• 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.