As a Customer Support/System Engineer at VFlowTech (VFT), you will play a crucial role in ensuring the seamless operation and resolution of issues related to Advanced Energy Storage Systems and Microgrids based on Vanadium Redox Flow Batteries (VRFB) and Lithium-ion Battery (LFP type). Your responsibilities include:
- Issue Assessment and Resolution:
- Receive and respond to customer queries and issues related to deployed systems promptly.
- Assess reported issues and determine whether they can be resolved independently or require escalation to the relevant technical teams.
- Troubleshooting and Technical Support:
- Independently troubleshoot and resolve straightforward issues, providing step-by-step guidance to customers when applicable.
- Collaborate closely with customers to understand their concerns and provide timely and effective solutions.
- Escalate complex technical issues to the appropriate technical teams for in-depth investigation and resolution.
- IoT Monitoring and Analysis:
- Monitor IoT data streams to proactively identify potential system issues or anomalies.
- Analyze data to assess the operational status of the battery systems and identify trends that may indicate emerging issues.
- Collaborate with the development team to enhance IoT monitoring capabilities for continuous improvement.
- Customer Communication:
- Maintain clear and concise communication with customers regarding issue resolution timelines and updates.
- Provide proactive updates on system status and any potential upcoming maintenance requirements.
- Document and communicate recurring issues to contribute to the improvement of product reliability.
- Collaboration with Cross-functional Teams:
- Work closely with hardware and software development teams to understand the technical aspects of the systems and contribute to issue resolution.
