Zerova Technologies

• Respond promptly and professionally to customer communications via calls, emails, or WhatsApp regarding charger faults or operational anomalies. • Ensure initial acknowledgment or response within 1–2 working days of receiving a customer inquiry. • Track each reported issue through to successful resolution, maintaining detailed case records within Microsoft Dynamics 365 (D365). • Build and maintain a strong, collaborative relationship with the Customer Service team to uphold and continuously improve service quality and customer satisfaction. • Provide weekly report and update your direct managers of weekly open issues still outstanding and top issues you have resolved. • Define, maintain, and update Service Level Agreements (SLAs) with customers to ensure performance standards are met and exceeded. • Oversee Warranty and Spares fulfillment, including spare parts inventory control and integration with warehouse operations. • Collaborate with third-party installation and service providers, alongside German Business Development Managers (BDMs) and FAE team lead, to support operations. • Create and manage support cases in our D365 system, ensuring each one is resolved through to completion. • Prepare and deliver the weekly reports summary. • Coordinate the shipping and logistics of spare parts in partnership with the Operations team. • Provide pre-sales and post-sales technical support across customer sites, including environments using low-voltage (LV) and high-voltage (HV) equipment. • Support customers during installation, commissioning, and troubleshooting of systems operating on 230V AC, 3-phase power, and other industrial power infrastructure. • Conduct on-site evaluations while adhering to strict electrical safety protocols, ensuring safe working practices around live systems.