Technical Support Engineer

About the Company

Join HINEN, a leading energy storage brand, to drive global market expansion.

About Hinen

CE-LINK Founded in 2004 and listed in 2019 (stock code: 300787). Has more than 10,000 employees worldwide. Operates 7 manufacturing bases globally. The group has an R&D team of over 400 people. Provides services to more than 400 well-known global brands.

Hinen (a subsidiary of CE-LINK) Focuses on the home energy storage sector with a comprehensive product matrix, including off-grid, grid-tied, high-voltage, low-voltage, three-phase, single-phase, all-in-one, micro-inverter, hybrid inverter, and balcony energy storage products, etc. Boasts strong vertical integration capabilities, independently researching and manufacturing battery cells, packs, inverters, systems, software, and Apps. Has invested 1 billion RMB to build a battery cell factory. Has an R&D team of over 120 people. In just one year, it has achieved an 8% market share in the Australian market and become the 6th largest brand in the market.

About the Role

Actively monitor battery storage sites and provide remote and on-site support to customers.

Responsibilities

• Monitor and Support: Actively monitor battery storage sites and provide remote and on-site support to customers.
• Troubleshooting: Diagnose and resolve issues using proprietary software and remote tools.
• Customer Interaction: Respond to support requests, document customer interactions, and notify customers about the status of repairs, warranty claims, and software updates.
• Data Analysis: Record and compile data for analysis, assist in report preparation, and coordinate system updates with software teams.
• Training: Provide training to customers and internal colleagues on energy storage systems.
• Customer Collaboration: Work closely with customers on road shows, product introduction, products information, and participate in exhibitions in the Europe region.
• Other Duties: Other work arranged by the employer.

Qualifications

• 2+ years' of technical support experience
• Customer service oriented
• Strong written and verbal and troubleshooting skills