Key Responsibilities:
- Service & Team Leadership
- Lead, coach and develop a service and technical support team of approximately 16 employees.
- Manage day-to-day after-sales and technical support operations across Australia.
- Establish and monitor service KPIs including response time, resolution time, backlog and customer satisfaction.
- Develop team capability, service standards and operational processes as the Australian business grows.
- Technical Support & Escalations
- Manage complex technical and customer escalations through to resolution.
- Support installers, distributors, partners and key customers on technical and after- sales matters.
- Oversee fault diagnosis, warranty claims, replacement / RMA processes and field- service coordination.
- Identify recurring technical issues and provide structured feedback to product and engineering teams.
- Service Operations
- Build scalable service processes to support a growing installed customer base.
- Monitor service quality and identify opportunities to improve response and resolution performance.
- Coordinate local and global resources to resolve technical and operational issues.
- Maintain clear service reporting and visibility of key issues and priorities.
- Stakeholder Management
- Work closely with the Country Manager and Australian sales and business teams.
- Coordinate regularly with China-based product, technical and engineering teams.
- Maintain strong relationships with installers, distributors, EPCs and customers.
- Ensure technical and service information is communicated clearly across local and global teams.
Key Requirements:
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5+ years of experience in service, after-sales, technical support, field service or a related technical function.
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Proven experience leading and managing a technical or service team.
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Strong understanding of solar PV, inverters, BESS, power electronics, electrical equipment or similar technologies.
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Strong experience managing customer escalations, warranty matters and technical issues.
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Demonstrated ability to build service processes and improve operational performance.
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Strong stakeholder management and communication skills.
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Experience with a solar inverter, battery or energy storage manufacturer would be highly regarded.
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Professional Mandarin and English communication skills are required.
Email tammy.chiu@brilliantalent.com.au or contact (+61) 04 6739 700 to discuss this role further.