Engineer, Customer Service (f/m/d)

In this role, you will be part of a talented team consisting of engineers who offer in-house advise and support to their colleagues as well as premium service towards our customers.  

This position will make use of knowledge and skillsets of solar product and energy storage experience to provide technical support and engage technical sales activities for Canadian Solar residential energy storage system.  Position will be a direct communication link with salesmen, customers, product management and headquarter personnel abroad to assist with needs and support as defined below 

Main responsibilities 

• 1st level customer contact for all after-sales technical inquiries, troubleshooting, and warranty-related topics 

• Handle customer complaints, coordinate replacements, and ensure timely issue resolution to maintain high customer satisfaction 

• Conduct customer training and technical webinars related to product usage, maintenance, and troubleshooting 

• Provide support for system commissioning, remote diagnostics, and post-installation guidance 

• Collaborate closely with Product Management, Technical Support, and Engineering teams to resolve escalated issues and communicate customer feedback 

• Use PV simulation and monitoring tools (e.g., PVSyst, monitoring platforms) to analyze system performance and provide insights to customers post-installation 

• Ensure technical accuracy and customer alignment in service-level agreements and warranty documentation 

• Build and maintain trusted professional relationships with installers, service partners, and end customers 

• Support onsite installations / commissioning, especially during first time installations – travel required up to 20% 

Product & Process Support 

• Support product rollouts from a service-readiness perspective, ensuring documentation and service processes are in place 

• Contribute to the development and update of service manuals, FAQs, and technical support documentation in collaboration with Product Management 

• Develop and maintain internal knowledge base content for efficient issue resolution by the support team 

• Gather field feedback on product reliability, installation challenges, and performance for continuous product improvement 

• Ensure compliance with applicable codes, safety standards, and certification requirements in after-sales processes 

• Act as the voice of the customer internally, advocating for improvements based on real-world usage and support cases 

QUALIFICATIONS/SKILLS/KNOWLEDGE 

• Bachelor's degree in Electrical Engineering or a related technical field; Master’s degree is a plus 

• Minimum 3 years of experience in technical customer service, technical support, or field service – ideally in the PV or energy storage sector 

• Practical experience with PV and battery system installation, commissioning, or diagnostics is a strong asset 

• Strong analytical and technical problem-solving skills 

• Ability to explain complex technical topics in a clear and customer-friendly manner 

• Familiarity with PV system design tools, monitoring platforms, and remote troubleshooting methodologies 

• High customer orientation with excellent communication skills across various customer types (installers, homeowners, O&M providers) 

• Valid driver's license required 

• Fluent English and Italian; additional languages are a plus 

COMPETENCIES NEEDED TO SUCCEED IN THIS ROLE 

• Strong organization and planning skills 

• Negotiation and customer orientation 

• Teamwork, communication and intercultural skills 

• Resilience and excellent problem-solving skills 

LANGUAGES 

• Fluency in English & Italian 

• Other languages will be an advantage. 

Please submit your CV in English.