- Company Name
- AUTEL Energy - Europe
- Job Title
- Technical Support Engineer
- Job Description
-
Job title: Technical Support Engineer
Role Summary: First‑line customer support for Autel’s EV charging and power equipment solutions, handling issue logging, basic troubleshooting, remote diagnostics, ticket escalation, and customer communication to ensure timely resolution and satisfaction.
Expactations: Deliver prompt, accurate support within service level agreements; maintain detailed ticket records; collaborate with engineering and logistics teams; contribute to knowledge base improvements; adapt to shift schedules and high‑pressure situations; continuously improve technical and customer service skills.
Key Responsibilities:
- Receive and categorize customer requests via phone, email, or ticketing system.
- Log incidents, capture fault data (photos, serial numbers, error codes), and create service tickets.
- Execute Level 1 troubleshooting following SOPs: rebooting, power/network checks, remote diagnostics.
- Perform authorized remote operations (e.g., reboot, configuration updates).
- Escalate unresolved issues to Level 2 support or field engineers, ensuring timely updates.
- Coordinate spare‑part requests and field service resources to meet SLA targets.
- Communicate status updates and solutions to customers, gather feedback, and maintain accurate records.
- Collaborate with technical, logistics, sales, and project management teams; document common issues for knowledge base enhancements.
Required Skills:
- Basic networking knowledge (LAN, 4G), OCPP familiarity a plus.
- Fundamental electrical competence; able to read simple wiring diagrams.
- Strong verbal and written communication; customer‑service orientation.
- Proficiency in English reading and writing (international email support).
- Ability to work under pressure, shift work including nights/weekends on‑call.
- Detail‑oriented, responsible, team player.
Required Education & Certifications:
- Bachelor’s degree (or higher) in Electrical Engineering, Automation, Telecommunications, Computer Science, or related field.
- 1–2 years of customer service, technical support, or after‑sales experience; exposure to EV charging, solar, power equipment, or industrial automation is advantageous.