Senior Aftersales Support Engineer

FranklinWH Energy Storage Inc; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading energy storage company in Singapore is seeking a Technical Support Lead to manage escalated technical issues and provide guidance to international teams. The ideal candidate has over 5 years of experience in the solar or energy storage industry, is proficient in both Chinese and English, and possesses strong problem-solving and communication skills. This role emphasizes leadership, training, and collaboration across teams.

Qualifications

• 5+ years of technical service or support experience in the solar or energy storage industry.
• Proficiency in Chinese and English; excellent communication skills.

Responsibilities

• Lead the technical support team in diagnosing and resolving issues.
• Train and guide junior technical service engineers.

Skills

Problem-solving

Technical communication

Interpersonal skills

Tools

Freshdesk

CRM systems

Multimeters

Oscilloscopes

Job description

Responsibilities

• Lead the technical support team in diagnosing and resolving advanced and escalated issues of energy storage systems related to products, ensuring timely and effective solutions.
• Provide in-depth technical guidance and solutions to overseas service teams and installers.
• Collaborate with cross‑functional teams, including product and R&D, to facilitate product enhancements based on customer feedback and service experiences.
• Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and best practices.
• Train and guide junior technical service engineers and overseas service teams, expanding battery and solar product knowledge and improving problem‑solving skills.
• Utilize data analytics of energy storage systems to identify trends in service requests, proactively addressing potential issues before they escalate.
• Monitor escalated service issues, manage closed‑loop rates and resolution times for overseas escalated issues, identify risk items promptly, and develop solutions.

Required Qualifications

• 5+ years of technical service or support experience in the solar or energy storage industry.
• Strong problem‑solving skills with a proven ability to perform remote and on‑site diagnoses and resolve complex technical issues efficiently.
• Proficiency in Chinese and English, excellent communication skills, and ability to convey technical concepts to non‑technical stakeholders.
• Experience with service tools such as Freshdesk, CRM or similar systems.

Preferred Qualifications

• Experience in product development.
• Familiarity with power electronics and electrical knowledge, with experience as an FAE in the solar energy storage industry.
• Previous experience in leadership or mentoring roles.

Technical Skills and Relevant Technologies

• Deep expertise in power electronics and electrical troubleshooting across hardware and software systems.
• Proficiency with remote monitoring and diagnostic tools.
• Hands‑on proficiency with diagnostic tools such as multimeters, oscilloscopes, host computers, etc.

Soft Skills and Cultural Fit

• Strong interpersonal skills with the ability to build relationships with clients and stakeholders.
• A proactive and analytical approach to problem‑solving, focusing on delivering high‑quality results.
• Ability to thrive in a fast‑paced environment, adapting to changing priorities and challenges.
• Commitment to continual professional development and knowledge sharing within the team.