Technical Maintenance Lead

JOB RESPONSIBILITIES 

Lead After-Sales Technical Support Operations 

• Serve as the primary focal point for customer technical concerns, service requests, warranty issues, and after-sales support requirements. 

• Ensure customer issues are properly assessed, prioritized, assigned, tracked, and resolved within agreed service levels. 

• Maintain visibility of open service cases and drive timely resolution of customer concerns. 

• Promote responsive and professional customer support practices that strengthen customer satisfaction and long-term customer relationships. 

Manage Technical Troubleshooting and Corrective Actions 

• Lead investigation and resolution of technical issues affecting Solar PV and BESS installations. 

• Coordinate troubleshooting activities with O&M Teams, Technical Engineers, equipment suppliers, and other technical resources. 

• Evaluate system issues and recommend corrective maintenance actions necessary to restore normal operation. 

• Escalate complex technical concerns requiring engineering review or specialist intervention. 

Administer Warranty and Service Management Activities 

• Manage warranty claims, warranty documentation, equipment replacement requests, and service-related records. 

• Coordinate with suppliers, manufacturers, vendors, and internal stakeholders regarding warranty obligations and technical support requirements. 

• Monitor warranty utilization, claim status, and service commitments to ensure timely closure. 

• Ensure service activities comply with contractual obligations, warranty agreements, and company service standards. 

Coordinate Field Service and Maintenance Support 

• Work closely with O&M Site Engineers and field personnel to ensure service requests are effectively executed. 

• Coordinate deployment of technical resources required for troubleshooting, inspections, corrective maintenance, and customer support activities. 

• Monitor completion of service activities and verify that customer concerns are properly addressed. 

• Support planning and execution of maintenance activities that improve asset reliability and operational performance. 

Maintain Service Documentation and Performance Monitoring 

• Ensure service records, maintenance histories, customer communications, and technical reports are complete, accurate, and properly maintained. 

• Monitor service performance, response times, recurring issues, and resolution effectiveness. 

• Prepare service reports, issue summaries, and support documentation for management review. 

• Identify recurring technical problems and recommend improvement initiatives to improve service quality and reliability. 

Drive Customer Satisfaction and Continuous Improvement 

• Build and maintain positive relationships with customers through professional technical support and service delivery. 

• Gather customer feedback and recommend actions that improve after-sales support effectiveness. 

• Support continuous improvement initiatives focused on customer experience, technical support processes, and service delivery. 

• Promote proactive support practices that minimize system downtime and improve customer confidence in MES solutions.