The After Sales Technical Support Engineer will be responsible for providing high-level technical support to customers, partners, and internal teams for Chloride Exide’s energy storage solutions. This role ensures that post-installation performance, troubleshooting, and customer satisfaction are handled efficiently and professionally.

Key Responsibilities

Technical Support & Troubleshooting

• Provide timely and effective technical support for battery energy storage systems (BESS), hybrid inverters, BMS, and related components.
• Diagnose and resolve system faults, performance issues, and hardware failures.
• Conduct field visits or remote diagnostics to support clients and installation partners.

Customer Support & Relationship Management

• Serve as the primary point of contact for all after-sales technical queries.
• Ensure high levels of customer satisfaction through proactive communication and problem resolution.
• Provide product guidance and operational training to customers and technicians.

Product & System Management

• Collaborate with engineering and R&D teams to relay customer feedback and identify product improvements.
• Assist in the commissioning, configuration, and monitoring of installed systems.
• Maintain accurate service records, warranty claims, and feedback documentation.

Training & Documentation

• Deliver technical training sessions to field technicians, service partners, and clients.
• Prepare detailed service manuals, troubleshooting guides, and training materials.
• Stay updated on product developments and emerging technologies in energy storage.

Quality & Performance Monitoring

• Track performance of installed systems and identify opportunities for optimization.
• Support the continuous improvement of after-sales processes and service delivery.

Qualifications & Experience

• Degree or Higher Diploma in Electrical Engineering, Mechatronics, Renewable Energy, or related field.
• Minimum of 3 years of hands-on experience in technical support or maintenance of energy storage or solar PV systems.
• Strong understanding of lithium-ion batteries, hybrid inverters, BMS, and power electronics.
• Proficiency in using system monitoring tools, remote diagnostics platforms, and mobile apps.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work independently and travel as needed within Kenya and the East African region.