Service Engineer (m/f/d)

Job Description

Position: Technical Management Engineer (m/f/d)

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Location: Munich, Germany

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Your mission

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As a technical Management Engineer, you will be at the forefront of GoodWe's technical support, providing Level 2 service to customers and assisting the local Level 1 hotline teams with escalated issues. You will also support the training of the L1 team, ensuring continuous improvement in service delivery. In this role, you will be a key part of the Europe regional team supporting our sales growth and maintaining customer loyalty.

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A typical day involves direct collaboration with key distribution and installation partners, facilitating training sessions, and working closely with our headquarters' service and R&D teams.

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This role offers the opportunity to deeply engage with technical challenges and build strong relationships with internal and external stakeholders (customers, service partners, R&D, product managers, sales, etc.). Your contributions will be crucial in positioning GoodWe as a Tier 1 service provider in the Europe.

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Your main responsibilities

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• Support the training of the Level 1 hotline, ensuring high performance and technical proficiency.
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• Act according to service KPIs and processes, with a strong focus on customer satisfaction.
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• Provide direct technical support to GoodWe distributors and installers through remote and on-site training, commissioning, and troubleshooting.
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• Analyse product issues and escalate to Level 3 when needed
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• Conduct customer installation and service training sessions, both online and in-person.
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• Proactively enhance service processes and tools to boost customer satisfaction and service efficiency.
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• Responsible for managing major regional issues, contact with various countries to clarify critical technical problems;
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• Communicating with headquarters to confirm solutions and guiding on-site implementation.
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Your Profile

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• A technical background, such as a bachelor's degree or professional certification in electrical engineering, communication technology, or a related field.
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• Enthusiastic about technology and excited to contribute to the dynamic growth of GoodWe Europe.
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• A passion for solving complex technical challenges.
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• At least 3 years of experience in technical support, ideally within a technical or engineering environment.
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• Enjoys cross-border collaboration and working with international teams and customers.
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• Structured, results-oriented approach with a strong focus on customer service.
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• Customer oriented mindset.
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• Fluent in Germany, English and Chinese.
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• Experience in solar, PV, inverters, energy storage, or the utility sector is an advantage.
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• Willingness to travel.
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What we offer

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• Unique opportunity to join a truly diverse & international, ambitious and rapidly growing GoodWe Europe team.
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• Excellent professional and personal development opportunities in a rapidly growing leading photovoltaic company.
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• Passionate work environment with flat hierarchies and fast decision making
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• Have fun and do something meaningful & make a difference!!!
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