Technical Support Engineer

BYD EUROPE; Wien; On-site; EUR 45,000 - 64,000; Full time

Job summary

JobsinAustria seeks an experienced After-Sales Technical Support specialist to assist customers in Italy with home energy storage products, troubleshooting, and ensuring smooth operation of batteries and inverters.

The role involves coordinating with local teams, providing technical training, collecting feedback for product improvements, and supporting spare parts logistics while travel to Italy and nearby countries may be required.

Qualifications

• Industry experience in residential energy storage or small-scale commercial/industrial energy storage (2+ years).
• Background in solar energy storage, electrical engineering, or related field preferred.
• Familiarity with home hybrid drives, PCS, batteries and integrated systems; ability to diagnose faults.

Responsibilities

• After-sales technical support: resolve technical issues for home energy storage products in Italy to ensure normal operation.
• Maintain customer relationships; understand needs, handle complaints and feedback to improve satisfaction.
• Assist local after-sales team in analyzing product quality problems and formulate effective solutions.
• Provide local customers with training on product use, repair, and maintenance.
• Collect market feedback for R&D and product strategy; suggest improvements.
• Coordinate with warehouse for spare parts and manage shipping of parts.

Job description

Job Responsibilities

• After - sales Technical Support: In line with the company's overall strategy, resolve various technical issues that arise during the use of home energy storage products (energy storage batteries and inverters) in Italy, ensuring the normal operation of the products.
• Customer Relationship Maintenance: Maintain good communication with customers, promptly understand their needs and feedback, handle customer complaints and suggestions regarding product after - sales services, and improve customer satisfaction.
• Product Problem Solving: Assist the local after - sales team in analyzing and resolving product quality problems, formulate effective solutions, and follow up on the progress of problem resolution.
• Technical Training and Guidance: Provide local customers with technical training on product use, repair, and maintenance to enhance their product operation capabilities.
• Feedback and Suggestions: Collect feedback information on product use in the market and provide valuable suggestions for the company's new product R & D and product strategy planning.
• Spare Parts Management: Cooperate with the warehouse to ship spare parts and repair damaged spare parts.

Job Requirements

• Industry Experience: Have more than 2 years of relevant work experience in the residential energy storage or small - scale commercial and industrial energy storage industry.
• Professional Background: Majors in solar energy storage, electrical engineering, etc. are preferred.
• Technical Knowledge: Be familiar with the main home hybrid drives, PCS, batteries, and integrated systems in the market, and have basic electrical technical knowledge. Have the ability to independently solve product failures.
• Regulatory Understanding: Be familiar with local residential energy storage - related regulations.
• Sales Network and Customers: Have an understanding of the major sales networks and key customer information in Italy, and have the ability to effectively promote products at the installer level.
• Willingness to Travel: Be willing to travel within Italy according to work needs and accept occasional business trips to other countries around Italy.