Technical Support Engineer

What you’ll do:

The primary role of the Technical Support Engineer is to provide advanced remote and on-site technical support for our Power Quality solutions, with a strong focus on UPS systems. 

You will work closely with Authorized Service Partners (ASPs), customers, and internal teams to diagnose complex issues, deliver technical expertise, and contribute to the continuous development of our service network.
This position offers an exciting opportunity to combine technical expertise, customer interaction, training, and problem-solving in a dynamic international environment.

•    Provide advanced technical support to ASPs, partners, and customers across France and French-speaking Africa.
•    Perform remote diagnostics and troubleshooting complex technical issues related to UPS systems and Power Quality solutions.
•    Support field teams during commissioning, maintenance, and corrective interventions.
•    Analyze technical data, alarms, event logs, and system reports to identify root causes and recommend corrective actions.
•    Coordinate with global support, engineering, and product teams to resolve critical issues.
•    Support partners in improving their technical capabilities and service performance.
•    Manage partner quotations and orders, ensuring timely processing and effective follow-up in coordination with relevant internal teams.
•    Provide technical recommendations and best practices to ensure reliable operation of customer installations.
•    Participate in critical customer escalations and contribute to rapid issue resolution.
•    Deliver technical training sessions to ASPs, service partners, and customers.
•    Develop and maintain technical training materials and troubleshooting documentation.
•    Support certification and competency development programs for ASPs.
•    Provide on-site technical assistance for complex cases and critical customer situations when required.
•    Participate in technical audits, root cause investigations, and corrective action plans.

Qualifications:

•    Bachelor’s degree in electrical/Electronic Engineering from an accredited institution.

Skills:

•    Proven experience in technical support, field service, commissioning, or engineering within the electrical industry.
•    Strong technical knowledge of UPS systems, batteries, power electronics, and electrical distribution systems.

•    Analytical mindset, communication skills, problem-solving.
•    Excellent French and English language knowledge.
•    Ability to work independently and manage multiple priorities.

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