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Our Client, a Leading Global Specialist in Energy Management and Automation, is seeking an experienced technical support professional with strong expertise in residential solar systems, renewable energy technologies, and customer-facing troubleshooting support. Based in Sydney (Australia) or Adelaide (Australia), this role will report into Team Leader - Advanced Technical Support, H&D. As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and businesses in their post-sales journey. This includes Installation / Set-up support, maintenance support and Remote troubleshooting assistance.
Key Responsibilities:
Home Energy Management Solution Support
Ensure Solar Installers and Homeowners have a smooth onboarding, commissioning, and product experience with the Home Energy Management System.
Onboard Installers who are new to HEMS, providing guidance and setup support.
Handle support calls from Installers during system commissioning to resolve technical issues.
Resolve Homeowner issues related to the HEMS mobile app via phone and email.
Work with Wholesalers, Installers, Customers, and Manufacturers to process warranty claims, including arranging replacement parts and installation.
Perform comprehensive troubleshooting to diagnose system and software issues.
Escalate complex or software‑related problems to L3 Software Operations teams when required.
Support for Installed Residential Solar Fleet (Clipsal Solar)
Provide ongoing operational support for the fleet of residential solar systems installed by the Clipsal Solar business.
Manage relationships with customers, sub‑contracted solar installers, equipment suppliers, and internal engineering teams.
Review and audit installed residential PV systems to ensure compliance with CEC Guidelines and Australian Standards.
Understand system component parameters and manufacturer specifications to assess correct installation and operation.
Communicate technical findings and corrective requirements clearly to sub‑contracted electricians and customers.
Diploma/Degree in Electrical / Electronics / Power Engineering, or Trade Qualification with relevant experience (within the residential solar industry).
Product-specific training and / or necessary training qualifications within the Renewables and Solar space
Candidates with Onsite experience, usage of Solar Design tools and software will be preferred
Experience in Residential Solar installations, technical fault finding
Understanding of the relevant Australian standards and guidelines and how they apply to real world contexts of residential solar installations
Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skill
Advanced computer skills and data analysis
Excellent customer service
Organisation and time-management
De-escalation and conflict resolution
Electricial Utilities and Power Producers
8+ years
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