Job Description

Job Summary:
The Officer - Product Support is responsible for providing technical support for Ecozen's solar pumping solutions. This role involves addressing customer and service engineer inquiries, resolving product issues, and maintaining technical documentation. The Officer - Product Support will work closely with the Manager - Product Support to ensure high levels of customer satisfaction and efficient resolution of technical problems.

Key Responsibilities:

Technical Support:• Provide technical support to customers and service engineers regarding product issues.
• Assist in resolving product-related issues and complaints promptly and effectively.
• Maintain accurate records of support cases and track their resolution status.
• Respond to customer inquiries and provide technical assistance via phone, email, and other communication channels.



Documentation:• Create and update technical documentation, including manuals, guides, SOPs, and troubleshooting documents.
• Ensure all technical literature is accurate, up-to-date, and easily accessible to relevant stakeholders.
• Maintain and update product documentation and manuals.
• Collaborate with the R&D and engineering teams to develop detailed and user-friendly documentation.



Customer Support:• Work closely with the sales and service teams to address customer concerns and enhance service delivery.
• Maintain a high level of customer satisfaction by addressing concerns promptly and effectively.



Training:• Assist in conducting training sessions for service engineers and customers on product knowledge and technical skills.
• Develop training materials and support the Manager - Product Support in delivering training programs.
• Support the Product Support Manager in training sessions and workshops.



Reporting and Analysis:• Prepare regular reports on support activities, customer feedback, and product performance.
• Analyze product performance data and prepare reports.
• Provide insights and recommendations to the Manager - Product Support for enhancing product support strategies.



Collaboration:• Work closely with the R&D, quality, and manufacturing teams to address recurring issues and improve product reliability.
• Collaborate with other departments to ensure seamless service operations and support.



Process Improvement:• Assist in developing and implementing standard operating procedures (SOPs) for product support.
• Identify opportunities for process improvements and support their implementation.



Qualifications:• Bachelor's degree in Engineering, Technology, Information Technology, or a related field.
• Minimum of 3 years of experience in product support or a similar role.
• Strong technical knowledge of products and troubleshooting skills.
• Excellent problem-solving and communication skills.
• Proficiency in technical documentation and software tools.
• Experience in solar products and the motor pump industry is an advantage.