Job Description
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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.
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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 on-site data.
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Develop and maintain technical documentation including internal & external FAQs, service manuals, technical support guidelines and official solution advisories for quality issues.
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Conduct new 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.
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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.
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Requirements
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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.
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Excellent English listening, speaking, reading and writing skills, able to use English as daily working language.
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Robust logical thinking and communication skills; capable of independently developing technical documents and delivering training sessions.
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Skilled in common office software, with solid capabilities in data analysis, documentation and presentation production.
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Willing to take short-term business trips to provide on-demand project support.
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📌 Technical Service Manager (New South Wales)
🏢 Ecoflow
📍 New South Wales