Overview
Technical Support Manager (Energy Storage | Based in SA) Jobs in Brackenfell, Western Cape, South Africa at LuxpowerTek
Title: Technical Support Manager (Energy Storage | Based in SA)
Company: LuxpowerTek
Location: Brackenfell, Western Cape, South Africa
Company Description
LuxpowerTek, founded in 2017 by a team of engineers, specializes in advanced inverter technology designed for the carbon-neutral era. Recognized as a high-tech leader in the solar industry, over 70% of the company focuses on R&D. To date, over 350,000 Luxpower systems have been installed worldwide, ranging from hybrid to off-grid and AC/DC coupling applications. The company offers innovative monitoring solutions and prioritizes exceptional service, striving to help users benefit from solar energy and improve their quality of life.
Key Responsibilities
- Team Management & Development (South Africa): Lead the setup, daily management, performance appraisal and capability building of the local technical support team; ensure efficient team operations to cover and support the entire Southern African market.
- Customer Service System Development: Establish and optimize regional customer service channels and processes (including service request response, on-site support, issue escalation, etc.). Conduct regular customer satisfaction surveys and analysis to drive continuous service quality improvement.
- Technical Support Coordination & Escalation: Coordinate the resolution of critical and complex technical issues in the region. Act as the technical support escalation point, liaise with relevant HQ departments, and ensure prompt and effective resolution of customer issues.
- After-sales Cost Control: Develop and execute the regional after-sales service budget. Tightly control travel, maintenance, spare parts and other related costs to improve service operation efficiency.
- Technical Capability Enhancement: Lead or organize technical training programs for internal teams and customers, improving product knowledge and application skills across the board.
- Customer Relationship Management: Maintain senior-level relationships with key regional clients and channel partners. Organize technical seminars, prevent and resolve major customer complaints, and enhance customer stickiness and loyalty.
- Marketing Support: Assist in exhibitions, roadshows and other marketing activities as assigned. Take charge of on-site product demonstrations, technical Q&A and customer communication to support market expansion.
Requirements
- Diploma or bachelor’s degree or above; Electrical, Electronics or related majors preferred.
- Experience in energy storage or power supply industry; 3+ years of management experience is a plus.
- Fluent in local South African languages and English (written & verbal). In-depth product knowledge and proficient in customer service management tools and methodologies.
- Excellent communication, coordination, organizational and management skills. Strong problem-solving and adaptability skills.
- Strong customer service orientation and sense of responsibility. Good teamwork and leadership skills. Quick learner with innovative mindset and high professional ethics.
- Willingness to travel overseas as required.