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
