Technical Customer Service Specialist

Sorocaba - Brazil

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

Summary of the position:

Support clients related to Latin American projects in issues related to technical support challenges recommend solutions to technical issues and meet their needs in purchasing additional parts and services. Support and perform critical analysis of tracker performance and warranty claims as well as support the shipment of replacement equipment if the defect is proven and maintain support external and internal clients regarding the configuration and communication of Nextracker equipment. Support and monitor warranty rework activities in projects in order to ensure client satisfaction within current technical standards and norms deadlines costs and agreed requirements.

Roles & Responsibilities:

Critically analyze the activities under your responsibility with regard to scope negotiated deadlines and other information aimed at meeting customer requirements in order to ensure service and good relationships;
Monitor and evaluate planned and achieved goals implementing action plans to maintain excellence in service;
Operational problem diagnosis through comprehensive data analysis and close collaboration with the technical services team to ensure tracker performance and reliability.
Hold meetings with clients in order to present all requested information for clarification;
Create and update instruction and maintenance manuals help guides and other support materials;
Conduct training for internal and external customers remotely and in person;
Support the preparation of quotations schedules action planning as well as monitor and evaluate the progress of warranty rework programs;
Monitor define and maintain the warranty inventory and provide technical support regarding the replacement of parts;
Perform activities for the replacement and shipping of parts whether under warranty or extra sales in accordance with each contract and its shipping terms as well as support the logistics materials and customer teams in these processes;
Critically analyze defects/failures reported by customers and support all customer needs whether remotely or in person;
Monitor performance indicators (KPIs) of your activities and evaluate opportunities or alternatives that allow improvements in processes.

Education and Experience Requirements:

Bachelors degree in electrical or energy engineering
Advanced English
Office Package: MS Visio MS Project and MS Power BI.
PVsyst
Experience in performance engineering of large-scale photovoltaic plants including operational data analysis (extraction and analysis of SCADA monitoring system data to update modeling assumptions and evaluate operational performance).
Knowledge in photovoltaic system modeling and simulation (performing simulations in PVsyst) including the use of various meteorological databases for projects.
Understanding of solar positioning algorithms.

Desirable:

Spanish
Knowledge of various physical models such as transposition models (including Pérez) with a solid understanding of bifacial modeling and albedo assessment.
Experience with regression and statistical models including correction of measured data using satellite data.
Experience with detailed energy production assessment.
Desirable knowledge in optical and electrical modeling of photovoltaic materials and devices.
Expertise in uncertainty analysis and energy yield assessment.
Ongoing monitoring and maintenance of technical knowledge on photovoltaic system design.
Familiarity with international performance testing standards such as IEC 61724.

At Nextracker we are leading in the energy transition providing the most comprehensive portfolio of intelligent solar tracker and software solutions for solar power plants as well as strategic services to capture the full value of solar power plants for our customers. Our talented worldwide teams are transforming PV plant performance every day with smart technology data monitoring and analysis services.

For us at Nextracker sustainability is not just a word. Its a core part of our business values and our operations. Our sustainability efforts are based on five cornerstones: People Community Environment Innovation and Integrity. We are creative collaborative and passionate problem-solvers from diverse backgrounds driven by our shared mission to provide smart solar and software solutions for our customers and to mitigate climate change for future generations.

Culture is our Passion

Required Experience:

Job Description:Summary of the position:Support clients related to Latin American projects in issues related to technical support challenges recommend solutions to technical issues and meet their needs in purchasing additional parts and services. Support and perform critical analysis of tracker perf...

Job Description:

Summary of the position:

Roles & Responsibilities:

Critically analyze the activities under your responsibility with regard to scope negotiated deadlines and other information aimed at meeting customer requirements in order to ensure service and good relationships;
Monitor and evaluate planned and achieved goals implementing action plans to maintain excellence in service;
Operational problem diagnosis through comprehensive data analysis and close collaboration with the technical services team to ensure tracker performance and reliability.
Hold meetings with clients in order to present all requested information for clarification;
Create and update instruction and maintenance manuals help guides and other support materials;
Conduct training for internal and external customers remotely and in person;
Support the preparation of quotations schedules action planning as well as monitor and evaluate the progress of warranty rework programs;
Monitor define and maintain the warranty inventory and provide technical support regarding the replacement of parts;
Perform activities for the replacement and shipping of parts whether under warranty or extra sales in accordance with each contract and its shipping terms as well as support the logistics materials and customer teams in these processes;
Critically analyze defects/failures reported by customers and support all customer needs whether remotely or in person;
Monitor performance indicators (KPIs) of your activities and evaluate opportunities or alternatives that allow improvements in processes.

Education and Experience Requirements:

Bachelors degree in electrical or energy engineering
Advanced English
Office Package: MS Visio MS Project and MS Power BI.
PVsyst
Experience in performance engineering of large-scale photovoltaic plants including operational data analysis (extraction and analysis of SCADA monitoring system data to update modeling assumptions and evaluate operational performance).
Knowledge in photovoltaic system modeling and simulation (performing simulations in PVsyst) including the use of various meteorological databases for projects.
Understanding of solar positioning algorithms.

Desirable:

Spanish
Knowledge of various physical models such as transposition models (including Pérez) with a solid understanding of bifacial modeling and albedo assessment.
Experience with regression and statistical models including correction of measured data using satellite data.
Experience with detailed energy production assessment.
Desirable knowledge in optical and electrical modeling of photovoltaic materials and devices.
Expertise in uncertainty analysis and energy yield assessment.
Ongoing monitoring and maintenance of technical knowledge on photovoltaic system design.
Familiarity with international performance testing standards such as IEC 61724.

Culture is our Passion

Required Experience:

Key Skills

Dhcp
SQL
Active Directory
VOIP
VMware
Customer Service
Windows
Trouble Shooting
Java
VPN
Sharepiont
hardware
Dns
Technical Support
Software Applications

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Nextracker

Nextracker provides intelligent solar tracker solutions for utility-scale and distributed generation projects to transform PV plant performance. Call now.

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