Technical Support Officer at Zola Electric

Job Description

• We are looking for a Technical Support Officer with strong experience in this capacity.
• If you are successful, you will play a critical role in our strategic plans for growth and will be an integral part of the Customer Service team. 
• This is your dream job if you are looking to combine your knowledge, experience, passion and skills to transform the renewable energy landscape. You’ll need to be ready to tackle the unique challenges that come with working in an emerging market and building a truly epic business
• The Technical Support Officer will provide best-in-class technical support to INFINITY IPS and FLEX Systems Distributors in the following areas: onboarding, technical installation and commissioning trainings and qualitative after sales services.

Key Responsibilities

• The primary purpose of the role is to provide efficient technical customer service at all times
• Distributor Onboarding -Organize products technical training for INFINITY IPS and FLEX partners.
• Provide supervisory support for field installation and commissioning of the INFINITY IPS and FLEX System (end-to-end)
• Provide sound after sales support services
• Respond to distributors’ escalations within expected timeline/MTTR
• Provide technical support and troubleshooting guidelines for distributors; localized or remote as the case may be
• Hands-on service center tasks; troubleshoot, test, confirm functionality (QA)
• Document and manage work order application for superior service center deliverable
• Other technical duties as assigned across the group customer service director

Additional Information:

• ZOLA has offices in East Africa, West Africa, Europe and the United States. You will need to be available for occasional working meetings and collaboration with colleagues in any/all of these time zones.

Requirements

• Bachelor's Degree or equivalent in Electrical and Electronics Engineering or Master’s Degree in Engineering (added advantage)
• 5 years’ experience in electrical systems inverter and solar hybrid systems installation, troubleshooting, commissioning and/or service
• 5 years’ experience working in the field in Africa
• 3 years’ experience directly interfacing with customers and providing in home/business customer support
• 3 years’ experience managing quality standards
• Previous health and safety training and certification
• Technical Certificate and professional affiliation
• Certifications and training in project management
• Experience Installing, repairs and servicing inverters, solar hybrid systems

Knowledge, Skills and Competencies Required:

• Implement, maintain and champion best practices in installation, field service and customer support
• Knowledge of and responsibility for quality assurance best practices
• Knowledge of project management principles
• Experience installing and commissioning complex electrical projects
• Knowledge of energy systems, solar and battery technology, and electronics
• Knowledge of inverter system repairs and lithium battery storage system
• Route planning, and fleet management
• Strong problem solving and analytical skills
• Experience working with end customers and maintaining a high level of customer satisfaction
• Proficiency in English language, basic working ability in one or more of the following languages: French, Swahili, Afrikaans

Generic Competencies:

• Sound Communication skills
• Interpersonal skills
• Planning and organizing skills
• Time management skills
• Quality focused
• Innovative
• Detail-oriented
• Team Player
• Computer literate
• Customer focused
• Deadline driven

Working Conditions (office bound/on-site/travel)

• Required to travel across Africa, and to Europe as needed. Willing to spend time in the field, including rural and remote conditions