Technical Support Specialist - EV & Energy Solutions BE

Smappee group; Harelbeke; Sur place; EUR 35 000 - 50 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

Health insurance

Group insurance

Flexible benefits plan

Résumé du poste

Smappee group in Harelbeke is seeking a Technical Service Desk Specialist to provide 2nd line support for our B2B customers, primarily certified installers. You will help troubleshoot installation issues and collaborate closely with various departments to enhance product performance.

The ideal candidate holds a degree in electrical engineering, possesses excellent communication skills in Dutch or French as well as English, and has a passion for renewable energy. This role offers a dynamic work environment with opportunities for personal growth and development.

Qualifications

• Experience in a technical support role, preferably 2nd line is a plus.
• Knowledge of electronic installations, IT, or networks.
• Ability to prioritize and work under pressure.

Responsabilités

• Provide 2nd line support to installers and partners.
• Troubleshoot and debug hardware and software issues.
• Analyse communication protocols to identify technical issues.

Connaissances

Technical support experience

Communication skills in Dutch or French and English

Troubleshooting and problem-solving

Formation

Bachelor's degree in electrical engineering or equivalent

Description du poste

Smappee stands for Smart Appliance for Energy Efficiency. At the core of everything we do, we aim to facilitate energy efficiency in an innovative, easy, and fun way. Our cutting-edge technology empowers businesses and individuals to take control of their energy consumption, reduce costs, and contribute to a sustainable future. We're on a mission to make energy management smarter, more efficient, and environmentally friendly. Our offering focuses on energy management solutions and electric vehicle charging. With a global reach and a dynamic, rapidly expanding team, we're driving innovation and sustainability to power a brighter future.

To strengthen our Customer Support team, we are looking for a Technical Service Desk Specialist. In this role, you will provide technical support to our B2B customers, consisting of certified installers and partners. You will become an essential point of contact within our organisation, working closely with various departments to take our products and services to the next level.

What can you expect?

• You will provide 2nd line support to installers and partners via a ticketing system, by telephone and by e-mail.
• When Smappee installers encounter problems during the installation or configuration of our products, you will actively help to find solutions through hands-on troubleshooting and debugging.
• You will support our installers and partners by answering technical questions and guiding them in solving problems experienced by their end customers.
• You will get to know our hardware and software products thoroughly so that you can confidently advise and support our customers.
• You will interpret and analyse communication protocols (e.g. Modbus, MQTT, OCPP, etc.) to identify the root cause of technical issues.
• You will manage and follow up on RMA processes, ensuring smooth handling of returned products and close communication with relevant teams.
• You will train and coach internal colleagues to strengthen their technical knowledge and ensure consistent service quality.
• You will collect and analyse customer feedback to identify and address recurring issues.
• You will work closely with the R&D and Sales departments to enable product improvements and contribute to technical documentation.

• You have a degree/bachelor's degree in electrical engineering, electromechanics or equivalent through experience.
• Experience in a technical support role (preferably 2nd line) is a big plus.
• You have an affinity with electronic installations or possibly IT, networks, and can diagnose problems quickly.
• You can handle time pressure well and set the right priorities when handling tickets.
• You enjoy working in a team and with customers and are a real problem solver.
• You have excellent communication skills in Dutch or French and English.
• You have a “green” heart and believe in renewable energy.

At Smappee we believe in a modern and dynamic work environment where you can be yourself and truly inspire people to contribute to a better planet. What can you expect exactly?

What can you expect exactly?

• An inspiring office environment atcleantech hubSnowball: a place where companies with a heart for sustainable innovation can get inspired and grow.
• Personalgrowthwithmultiplecareerandpersonal developmentopportunitiesinanorganizationthatisconstantlyevolving.
• A chancetoparticipatein teamactivities,companywideeventsandmonthlydrinkswithyourcolleaguesattheHQ.
• Remunerationaccordingtoexperience,completedwithextra-legalbenefitssuchasmealvouchers,ecovouchers, healthinsurance,groupinsuranceandholidayssupplementedwithADVdays.
• Aflexbenefits planwithoptionalbenefitssuchasbicylceleasing, multimedia, home officesupplies,additionalholidays,refundofindividualpensionsavingsandwarrants.
• A jobwhereyoucantrulycontributetoabetterplanet.