Technical Service Manager

EcoFlow; Sydney; On-site; AUD 90,000 - 140,000; Full time

Job summary

EcoFlow is seeking a Senior Technical Support professional to provide end-to-end after-sales assistance to overseas partners, installers and customers from its Sydney operations. The role includes remote troubleshooting, field data analysis, and delivering targeted solutions for product faults.

You will develop handbooks, FAQs and official advisories, and conduct product launch training and workshops for distributors and ODM partners.

Qualifications

• Bachelor’s degree or above; background in science and engineering preferred, with at least 5 years working experience in pre-sales/after-sales technical support, FAE or technical training.
• Excellent English listening, speaking, reading and writing skills, able to use English as daily working language.
• Strong logical thinking and communication skills; capable of independently developing technical documents and delivering training sessions.
• Skilled in common office software, with solid capabilities in data analysis, documentation and presentation production.
• Willing to take short-term business trips to provide on-demand project support.

Responsibilities

• Deliver end-to-end technical after-sales support to overseas partners, installers and end customers, respond to technical enquiries, conduct remote troubleshooting and provide targeted solutions for product faults.
• Collect, sort and analyse field product failures, batch anomalies and quality incidents; complete root cause attribution analysis and feedback findings to R&D, design, procurement and production teams.
• Develop and maintain technical documentation including FAQs, service manuals, guidelines and official advisories.
• Conduct new product launch training, ad-hoc technical workshops, and remote and on-site training for overseas distributors, agents and ODM partners.
• Provide technical backing to global sales and marketing teams, support pre-sales technical activities and resolve after-sales emergencies and quality incidents.

Skills

English proficiency

Communication skills

Training delivery

Data analysis

Documentation

Presentation skills

Independent work

Education

Bachelor’s degree or above (Science/Engineering)

Tools

Office software

Job description

• Deliver end-to-end technical after-sales support to overseas partners, installers and end customers, respond to technical enquiries, conduct remote troubleshooting and provide targeted solutions for product faults.
• Collect, sort and analyse field product failures, batch anomalies and critical quality incidents; complete root cause attribution analysis and feedback findings to R&D, design, procurement and production teams based on on-site data.
• Develop and maintain technical documentation including internal & external FAQs, service manuals, technical support guidelines and official solution advisories for quality issues.
• Conduct new product launch training, ad-hoc technical workshops, as well as remote and on-site training for overseas distributors, agents and ODM partners; upskill new team members within the overseas after-sales team.
• Provide technical backing to global sales and marketing teams, support pre-sales technical activities, resolve after-sales emergencies, customer complaints and quality incidents to ensure smooth project delivery.

Requirements

• Bachelor’s degree or above; background in science and engineering (Electronic Engineering, Automation, Communications etc.) is preferred, with at least 5 years working experience in pre-sales/after-sales technical support, FAE or technical training.
• Excellent English listening, speaking, reading and writing skills, able to use English as daily working language.
• Strong logical thinking and communication skills; capable of independently developing technical documents and delivering training sessions.
• Skilled in common office software, with solid capabilities in data analysis, documentation and presentation production.
• Willing to take short-term business trips to provide on-demand project support.