Responsibilities
Deliver end-to-end technical after-sales support to overseas partners, installers and end customers, respond to technical enquiries, conduct remote troubleshooting and provide targeted solutions for product faults.
Collect, sort and analyse field product failures, batch anomalies and critical quality incidents; complete root cause attribution analysis and feedback findings to R&D;, design, procurement and production teams based on in office data.
Develop and maintain technical documentation including internal & external FAQs, service manuals, technical support guidelines and official solution advisories for quality issues.
Conduct current product launch training, ad-hoc technical workshops, as well as remote and on-site training for overseas distributors, agents and ODM partners; upskill new team members within the overseas after-sales team.
Provide technical backing to global sales and marketing teams, support pre-sales technical activities, resolve after-sales emergencies,



customer complaints and quality incidents to ensure smooth project delivery.

Requirements
Bachelor’s degree or above;

background in science and engineering (Electronic Engineering, Automation, Communications etc.) is preferred, with at least 5 years working experience in pre-sales/after-sales technical support, FAE or technical training.
Excellent English listening, speaking, reading and writing skills, able to use English as daily working language.
Robust logical thinking and communication skills; capable of independently developing technical documents and delivering training sessions.
Skilled in common office software, with solid capabilities in data analysis, documentation and presentation production.
Willing to take short-term business trips to provide on-demand project support.

📌 After Service Manager Sydney
🏢 Ecoflow
📍 Sydney