Technical Support Engineer / 技术支持工程师

Technical Support Engineer

Work Location: Manila, Philippines

Department: Service Department, Philippines Customer Hotline Center

Sigenergy focuses on developing cutting-edge all-scenario energy solutions, with products ranging from energy storage systems to solar inverters and EV chargers. Our world-class R&D team of hundreds of top industry experts shares the vision of making the world greener via continuous innovation. With global sales and services, we aim to become our customers' most trusted partner on their journey to a more sustainable future.

https://www.sigenergy.com/en

Job Overview

Based at the Philippines Customer Hotline Center in Manila, this role delivers full-lifecycle technical support for residential, commercial & industrial PV energy storage and ground-mounted power station products serving all English-speaking regions globally. Work covers remote online technical consultation, on-site field service trips, PV & energy storage equipment maintenance, technical enablement for channel partners, and market issue analysis.

Candidates must hold a valid Philippine driver’s license and accept short-term business trips to support project delivery across the Asia Pacific region. You will collaborate with sales, R&D and after-sales teams to optimize customer experience for local and surrounding markets and put forward proposals for product improvement.

Key Responsibilities

1. Online Customer Consultation & After-sales Dispute Resolution (Level 2 Support)

• Handle escalated product tickets transferred from the L1 team via the work order system, provide professional remote technical support to resolve technical, installation and operation enquiries for residential, commercial and industrial PV & energy storage products.
• Process customer after-sales requests and complaints; remotely troubleshoot and resolve common equipment faults relying on professional energy storage expertise. Escalate complex unsolved issues to senior technical teams, track cases through full closure and properly resolve customer disputes.
• Summarize fault cases, regularly compile customers’ frequent demands and common product failure pain points, and prepare feedback documents to provide data support for product iteration and service process optimization.
• Continuously update localized customer service knowledge base, deliver regular training to the L1 team, and maintain product FAQs, standardized communication scripts and simplified troubleshooting procedures.

2. On-site Technical Service & Project Delivery Support

• Assist with pre-delivery product testing and on-site equipment commissioning; conduct remote or on-site troubleshooting of PV & energy storage systems and provide on-site installation technical guidance.
• Travel to locations across the Philippines and other Asia Pacific countries as required by projects to deliver on-site technical support and ensure smooth project handover.
• Continuously monitor and analyze operational data of PV and energy storage systems, formulate optimized commissioning solutions for abnormal equipment performance to boost power generation and energy storage efficiency.

3. Technical Enablement & Training for Partners

• Participate in online and offline technical seminars and hands-on product training sessions targeting distributors, installers and EPC partners.
• Respond to dedicated technical inquiries from partners, and explain system solutions, construction specifications and key points for fault prevention.

4. Market Feedback Collection & Data Reporting

• Gather continuous feedback from frontline customers and installers, categorize and sort common product defects, operational difficulties and bottlenecks in solution implementation.
• Strictly abide by the company’s global customer service standards, standardize external technical communication wording, safeguard the professional brand image, and complete smooth handover of cross-regional and cross-departmental work.

5. Cross-department Collaboration

• Align with R&D and after-sales teams to synchronize fault information, coordinate the rectification of identified issues, and ensure seamless end-to-end pre-sales and after-sales service workflows.

Job Requirements

1. Language proficiency: Fluent in English (listening, speaking, reading and writing) with the capability to independently communicate with overseas customers and conduct cross-department collaboration; fluent Mandarin is a plus.

2. Industry experience: Minimum 2 years of working experience in technical support or after-sales maintenance for residential, commercial & industrial PV and energy storage products, able to independently complete equipment troubleshooting and basic system commissioning.

3. Preferred experience: Candidates with local Southeast Asia customer service, distributor technical liaison or field service travel experience are prioritized.

4. Professional competence: Solid grasp of fundamental PV & energy storage system design logic, familiar with electrical safety codes; capable of basic solution configuration and capacity calculation; able to independently compile technical training materials and fault handling plans.

5. Soft skills: Strong communication skills, patient, detail-oriented, responsible, quick learner and able to work under pressure; excellent teamwork awareness and execution capability.

6. Mandatory prerequisites: Hold a valid Philippine driver’s license and accept short-term business trips within the Philippines and across Asia Pacific; proficient in Microsoft Office suite with strong skills in document sorting, data aggregation and report preparation.

7. Certification preference: Possess a local electrician license authorizing low/medium voltage operation; experience with box-type transformers is highly preferred.

岗位：技术支持工程师

驻地： 菲律宾马尼拉

部门： 服务部，菲律宾客户热线中心

岗位概述

本岗位驻菲律宾马尼拉客户 热线 中心，负责全球英语区域户用、工商业光伏储能，地面电站产品全流程技术支持，兼顾线上远程答疑、线下现场出差服务、储能光伏产品维护、合作伙伴技术赋能及市场问题复盘；需持有菲律宾本地驾照，可接受短期出差，支撑亚太各国项目交付，联动销售、研发、售后团队保障本地及周边市场客户体验，输出产品优化建议。

主要工作职责

1. 客户线上咨询与售后纠纷处理， Level 2

• 解决通过L1 团队通过工单系统升级过来的产品咨询，专业解答户用、工商业光伏储能产品技术、安装、运维使用问题，提供远程技术支撑。
• 受理客户售后诉求、投诉，依托储能专业知识远程排查故障、解决常规设备问题；遇复杂疑难故障及时升级至资深技术团队，全程跟进闭环，妥善化解客户纠纷。
• 总结故障案例，定期汇总客户高频需求、产品故障痛点，形成反馈材料，为产品迭代、服务流程优化提供数据支撑。
• 持续迭代本地适配版客服知识库，给L1团队定期培训，更新产品 FAQ、标准化沟通话术、简易故障处理流程。

2. 现场技术服务与项目交付支撑

• 配合产品出厂测试、现场设备调试，远程 / 现场完成储能光伏系统故障排查、上门安装技术指导；
• 根据项目需求出差，赴菲律宾各地及亚太周边国家提供现场技术支持，保障项目顺利交付；
• 持续监测、分析光伏储能系统运行数据，针对设备运行异常输出优化调试方案，提升系统发电、储能使用效率。

3. 合作伙伴技术赋能与技术培训

• 线上、线下参与面向分销商、安装商、EPC 的技术交流会、产品实操培训；
• 专项对接合作伙伴技术咨询，讲解系统方案，施工规范、故障规避要点。

4. 市场反馈整理与数据报告输出

• 持续收集一线客户、安装商反馈，分类梳理产品共性缺陷、使用难点、方案落地卡点；
• 严格遵守公司全球客户服务标准，规范对外技术输出口径，维护品牌专业形象，做好跨区域、跨岗位工作交接。

5. 跨部门协同工作

• 联动研发 / 售后团队同步故障信息
• 协同推进问题整改，保障售前、售后全链路顺畅。

岗位任职要求

1. 语言能力：英语流利，听说读写无障碍，可独立对接海外客户、开展跨部门协作；普通话流利优先加分。

2. 行业经验：2 年及以上户用 / 工商业光伏、储能行业技术支持、售后运维相关工作经验，能够独立完成设备故障排查、基础系统调试。

3. 经验偏好：有东南亚本地客户服务、分销商技术对接、现场出差服务经验者优先。

4. 专业能力：掌握光伏储能系统基础设计逻辑，了解电气安全规范，具备基础方案配置、容量计算能力；可独立输出技术培训资料、故障处理方案。

5. 软性素质：沟通表达顺畅，耐心细致，责任心强，自主学习速度快，抗压能力良好；具备优秀团队协作意识与执行能力。

6. 硬性条件：持有菲律宾有效本地驾照，能够接受菲律宾境内及亚太周边国家短期出差；熟练使用 Office 办公软件，擅长信息整理、数据汇总、报告编制。

7. 有当地的电工证，可以对低压或中压侧进行操作，如果有箱变经验更优。