Especialista Técnico de Pré-venda / Gestor de Suporte Técnico (m/f/d)

Job Description

At SOLPLANET, we are driven by a simple idea: solar for everybody

We strive to create the best possible experience for distributors, installers and end users

That´s why our solar inverters, energy storage systems and EV chargers are easy-to-install, reliable and user friendly

Who We Are

• Private equity-backed AISWEI is a leading provider of renewable energy solutions - providing the world with solar inverters, batteries, EV chargers, heat pumps, and energy management solutions
• AISWEI has more than 15 years of expertise in R&D and manufacturing, with a strong technology heritage from both Germany and China
• With 32 GW of annual production volumes (2024), AISWEI is one of the largest manufacturers of solar string inverters world-wide
• AISWEI is operating under its own brand in China and its SOLPLANET brand internationally, and is trusted by leading global brands as an ODM service provider
• Our team passionately believe that that we are all fellow citizens of one planet, and we are truly honored about deploying our solutions to local societies worldwide - every day

How you´ll help us

As a Technical Support Specialist you will

• Work hand-in-hand with our sales, service and product management team to deliver trainings in our training center in Cologne, online as well as in presence in the DACH region in collaboration with selected customers.
• Become a key knowledge specialist for our entire product portfolio including accessories for the DACH market and act together with our sales representatives as a team providing all relevant technical information to our customers.
• Relevant technical information considers our product roadmap, upcoming technical or regulatory developments in your region and product development feedback from all stakeholders you are in contact with.
• Prepare, review and create technical documentation and / or guidelines in written documents in German or in collaboration with Marketing, for instance videos.
• Be our face to our customers to answer pre-sales questions through our main channels which are e-Mail mailbox, CRM system and our service and support phone line.
• As our team is driven from solar enthusiasts and requires a strong collaboration between our teams, you will support our service team during vacation or peak periods in our second level hotline after your product and process knowledge was properly trained.
• In addition, you will be able to support in our test and training center with your electrical expertise and it will be possible to train and test our products in a real installation environment.

Requirements

Key Responsibilities

• Provide technical knowledge regarding our entire product portfolio (including accessories) to our distributors, installers and / or EPC network through trainings, e-Mails, phone calls, knowledge base articles or other means
• Provide technical details as configuration, installation and commissioning details for our entire product portfolio in the DACH market.
• As a technical key knowledge specialist, you work hand-in-hand with our sales team representatives and act as our "technical knowledge specialist" in our DACH Support team.
• Review, update and create technical documentation in different means, which can be written documents, presentations, videos, knowledge base articles, etc.
• Participate in internal trainings (English and German)
• Become familiar with Solplanet App and pro.cloud to provide remote high level support to our customers.

Additional Responsibilities

• Work closely with Solplanet's Pre-Sales, Solutions and Service teams as well as with our Service partners in the DACH region to assist in after-sales cases if required.
• Give proactively feedback regarding our products or regarding market developments to our overseas product management team, which acts as a bridge between our local teams and the product management and RnD teams located in China.
• Support remote and on-site for troubleshooting with your electrical expertise in alignment with your direct line manager.
• Execute application tests in our test and training centre Cologne in collaboration with head of test centre Cologne.

Qualifications

Professional Experience

• Proven work experience in the solar, hybrid inverter, battery storage or an comparable industry is preferred.
• Work experience in B-to-B customer relationship environment with customer-oriented, practical and solution-oriented mindset.
• Work experience in a three-tier distribution-channel (manufacturer-distributor-installer) is a plus.

Education

• State-certified electrician, preferably in the field of photovoltaic technology, renewable energies, or comparable disciplines
• State/certified master electrician is a plus.
• Gained work experience as a field-service specialist is a plus.

Skills & Competencies

• Strong technical understanding of inverter-based energy systems
• Familiar with a computer based work environment based on Microsoft 365 software solutions and Android and / or iOS based smartphone Apps
• Understanding of network, communication and interfaces related contexts
• Hands-on mentality with high ownership and accountability
• Excellent communication and stakeholder management skills

Benefits

What we offer

• Giving you the unique opportunity to be part of a spirited and diverse team of passionate experts that work together within an exceptionally open-minded environment
• Assisting you in to develop, personally and professionally, to grow internally within an international environment which leverages your abilities, skills and expertise
• Providing you the unique opportunity to be part of an ambitious, energetic and rapidly growing Solplanet team with flat hierarchies, fast decision making and strong opportunities to successfully cultivate your long-term path within the renewable energy industry

By submitting your application, you declare your agreement to saving your application data at Aiswei GmbH, and that such data may be used for internal purposes in the context of the upcoming application process. If there is no employment, the data will be deleted after six months. The application data are treated confidentially in accordance with the provisions of the Federal Data Protection Act and are not passed on to third parties. You can revoke your consent at any time, either by email or in writing by mail.