Technical Support - GTC (Global Technical Centre)

Technical Support - GTC (Global Technical Centre)

Location: Bengaluru, India

We are seeking a customer-focused and self-motivated individual to assume a pivotal role in delivering expert technical support for SMA. In the initial phase, the successful candidate will take charge of overseeing the technical aspects of the Compliance Matrix (CM). This involves close collaboration with globally distributed Application Engineers (AE) and the Global Technical Consulting (GTC) team at our headquarters. The individual will play a crucial part in maintaining technical excellence and driving innovation within our organization.

Primary Responsibilities

First Stage

• Assume responsibility for the technical components of tenders and customer requests, culminating in the creation of a Compliance Matrix (CM).
• Demonstrate expertise in segmenting the Compliance Matrix (CM) into meaningful sections, including General Requirements, Local Requirements and Design Issues, and Special Requirements.
• Act as an independent expert consultant for the General Requirements section.
• Establish a realistic timeline for resolving technical aspects and coordinate it with the sales team.
• Delegate the Local Requirements section to the local Application Engineer.
• Entrust the Special Requirements section to the Global Technical Consulting (GTC) team.
• Define and communicate realistic timeframes, creating a coordinated schedule with the sales team.
• Monitor the progress of all technical components.
• Consolidate the sections and deliver them to the Application Engineer (AE) within the specified timeframe.
• Ensure a Four-Eyes-Check by the AE is conducted.

Second Stage

• Serve as an expert consultant for general inquiries within the Application Engineering domain.
• Address level 1 cases in the ticketing system, functioning as a pre-filter for the Global Technical Consulting (GTC) team.
• Conduct training sessions for new Application Engineers (AE) globally, focusing on the SMA Large Scale Solution.
• Generate customer project documents during the sales phase.
• Maintain PVsol and PVsyst data through direct communication with the respective companies.
• Develop parameter REC files.
• Optimize the database using Artificial Intelligence principles.

Qualifications Needed

• Possession of a Masters or Bachelors Degree in Electronics, Electrical Engineering, or Power Distribution Engineering from an accredited college or university (or a high school diploma) coupled with a minimum of 3-4 years of relevant experience.
• Exceptional proficiency in English, avoiding strong Indian slang.

Desired Characteristics

• At least 2 years of experience in the PV business, Power Distribution, or third-level PV power plant service.
• A customer-oriented mindset with flexibility to meet customer demands.
• Demonstrated ability to comprehend and resolve customer issues, driven by a strong motivation to utilize technical knowledge for