aftersales support technician

ROLE OVERVIEW,

The After Sales Technical Support Engineer will be responsible for providing high-level technical support to customers, partners, and internal teams for Chloride Exide's energy storage solutions. This role ensures that post-installation performance, troubleshooting, and customer satisfaction are handled efficiently and professionally.

DUTIES & RESPONSIBILITIES.

Technical Support & Troubleshooting.

• Provide timely and effective technical support for battery energy storage systems (BESS), hybrid inverters, BMS, and related components.
• Diagnose and resolve system faults, performance issues, and hardware failures.
• Conduct field visits or remote diagnostics to support clients and installation partners.
• Customer Support & Relationship Management- Serve as the primary point of contact for all after-sales technical queries.
• Ensure high levels of customer satisfaction through proactive communication and problem resolution.
• Provide product guidance and operational training to customers and technicians.

Product & System Management.

• Collaborate with engineering and R&D teams to relay customer feedback and identify product improvements.
• Assist in the commissioning, configuration, and monitoring of installed systems.
• Maintain accurate service records, warranty claims, and feedback documentation.

Training & Documentation.

• Deliver technical training sessions to field technicians, service partners, and clients.
• Prepare detailed service manuals, troubleshooting guides, and training materials.
• Stay updated on product developments and emerging technologies in energy storage.

Quality & Performance Monitoring.

· Track performance of installed systems and identify opportunities for optimization.

· Support the continuous improvement of after-sales processes and service delivery.

QUALIFICATION & EXPERIENCE.

· Bachelor'sDegree in Electrical Engineering, Mechatronics, Renewable Energy, or related field.

· Minimum of 3 years of hands-on experience in technical support or maintenance of energy storage or solar PV systems.

· Strong understanding of lithium-ion batteries, hybrid inverters, BMS, and power electronics.

· Proficiency in using system monitoring tools, remote diagnostics platforms, and mobile apps.

· Excellent problem-solving, communication, and interpersonal skills.

· Ability to work independently and travel as needed within Kenya and the East African region.

· Customer-centric mindset

· Strong analytical and diagnostic skills

· Technical documentation and reporting

· Team collaboration

· Time and task management

What impact will you make?

At Chloride, we have a clear purpose, to make an impact that matters to our customers, our colleagues and our communities. From professional development to leadership opportunities and career advancement, you get an opportunity to work collaboratively while showing your confidence and conviction to challenge people, in pursuit of finding the best and most innovative solutions for Chloride. We "Power the GREAT in You" - because that is how you make an impact.

How you'll grow

Our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there is always room to learn. We offer opportunities to help build world-class skills in addition to hands-on experience in the fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. You additionally get access to a vast network of experienced professionals and mentors for guidance through the mentorship program.

Our purpose

Chloride is led by a purpose of providing Energy Solutions for All. We pride ourselves on not only doing what is good for customers, but also what is good for our people and the communities in which we live and work. Chloride Exide stays at the forefront of innovation by continuously exploring emerging technologies making us a key player in shaping the future of the energy industry. We feel GREAT when we do it ✓ Right.