Technical Service Specialist - Tier 1 Hybrid
Technical Service Specialist - Tier 1 Hybrid
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Job Description
Call Center Field Service
Power the Future with us!
SolarEdge (NASDAQ: SEDG) is a global leader in high-performance smart energy technology with over 5000 employees offices in 34 countries and millions of products installed in over 133 countries.
Our diverse product offering comprises intelligent solar inverters battery storage backup systems EV charging and complete home energy management ecosystems.
By leveraging world-class engineering capabilities and with a relentless focus on innovation we strive to create a world where clean green energy from the sun is the primary source of power for our homes businesses and just about everywhere we thrive.
Position Summary: The Technical Service Specialist Tier 1 is a hybrid role providing customer support from our call center and technical support in the field.
Job Duties:
Call Center:
- Answer inbound calls cases chats and emails from customers and contractors.
- Provide support in the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the installation and start up products by using general knowledge product schematics data stored in knowledge base and other sources of information available.
- Work with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors.
- Provide updates to the knowledge database used by other technical support representatives with new troubleshooting information discovered in the resolution of customer calls.
- Document all activity in ticketing system and other database software platforms.
- Create layouts on the monitoring site at customers request.
- Provide onsite and online Training for Installers and EPCs.
- Content development production for online training purposes such as documents videos and webinars.
Field Service:
- Travel to installers or end user customers to provide service or emergency repair service (fix replace install inverters and optimizers communication equipment and SE accessories such as: CCG sensors meters etc.).
- Assist/approve the commissioning of residential or commercial Solar Systems and provide final commissioning report.
- Act as the regional resource for issues resolution over the phone with qualified on-site personnel.
- Train assist and support system troubleshooting and details with SolarEdge products at field and field problem resolution.
- Internally propose alternative system designs to improve system functionality best practices and efficient design methodology.
- Assist/approve the commissioning of residential or commercial Solar Systems and provide final commissioning report.
- Manage the configuration database of customer installations/sites for product performance reporting replacements or troubleshooting purposes.
- Advise customers concerning equipment operation maintenance or programming.
- Liaise with customers and EPCs to collect all necessary documentation and equipment requirements before the arrival of SEDG on site.
- Write reports for every site visit and log them into the CRM. Resolve cases logged by customers in CRM.
Country:
Japan
City:
Yokohama
Requirements :
- Current CPR First Aid and LVR certifications and valid driver s license are mandatory.
- 3 years of experience in a hands-on technical field role and/or including 1 year(s) of experience in a customer-facing role such as professional customer service technical helpline or remote support.
- Ability and willingness to travel up to 25-35% of the time. This may include long distances and overnight or multi-day field support.
- Strong communication and problem-solving skills.
- Knowledge of electrical installation electrical theory and network IP interconnections is helpful.
- Experience or professional knowledge of Solar and PV installations is a plus
- Professional level English language proficiency (both written and verbal) is a plus.
SolarEdge recognizes its talented and diverse workforce as a key competitive advantage. Our business success is a reflection of the quality and skill of our people. SolarEdge is committed to seeking out and retaining the finest human talent to ensure top business growth and performance.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
