Product Support Technician - PV Inverters

The Company:

Sungrow North America is a leading provider of renewable energy solutions, specializing in the development and manufacturing of photovoltaic inverters and energy storage systems. The company offers a comprehensive range of products and services designed to optimize the performance and efficiency of solar power installations. Sungrow North America aims to provide sustainable and reliable energy solutions to meet the growing demand for clean power and is known for its commitment to innovation, high-quality standards, and exceptional customer service.

The Position: 

The Technical Support and Project Engineer position is a remote position that plays an important role with this rapid growing company.  This is a very dynamic and fast-track position reporting to the Technical Support Supervisor. The position will be the key member of service team.  This position will also be the initial point of the contact person for customers and partners with commercial, industrial and utility-scale solar and battery plants. 

Essential Duties and Responsibilities:

• Demonstrate strong customer service skills to provide phone support including: 
  1. Listening to the customer to gain an accurate understanding of the situation 
  2. Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue 
• Providing accurate, detailed documentation in our internal ticket tracking system as well as via emails both internally and externally  
• Responsible for high quality end-user technical support, related to solar inverters and solar site functions 
• An understanding of technical terms specific to solar and the ability to apply that knowledge to support all existing systems 
• Supports all aspects of client support and immediate needs while demonstrating professionalism and composure on the phone, via phone calls and emails 
• Create a positive customer support experience, build rapport and trust with our customers through professional attitude and approach to each problem with understanding and urgency 
• Ensuring timely resolution or escalation by providing strong problem-solving skills and thinking logically of the next best step 
• Perform routine audits of the receiving and shipping processes to ensure accuracy and efficiency
• Identify gaps in process execution and recommend corrective actions to the Warehouse Manager
• Verify the accuracy of inventory transactions in the Warehouse Management System
• Collaborate with warehouse teams to ensure adherence to standard operating procedures (SOPS)
• Business impact evaluation and communicating the status to the customer and internal teams promptly 
• Identifies and works with internal teams to provide guidance and support 
• Focus on clear communications and customer service principles without becoming unprofessional in difficult situations 
• Provides investigation of issue, diagnosis, and troubleshooting via strong communication both verbal and written 
• Participate in continual training to increase efficiency and knowledge of current and new products, troubleshooting methods and processes 

Minimum Requirements:

• Excellent technical skills and the ability to learn quickly required 
• Preferred work experience in technical support role but not required
• Ability to diagnose the cause of problems in a complex environment and to provide communication effective solutions in a timely manner
• Self-motivated and ability to work on own initiative in a high-pressure environment
• Must be customer service oriented and have problem-solving, decision making & analytical skills
• Must possess effective written and verbal communication skills
• Must be able to follow instructions and pre-established procedures/SOP to perform the duties of the job
• Attention to detail, follow through, teamwork focus and positive attitude.
• Must be proficient in Microsoft Office Suite (Word, Excel, Power Point and Outlook)

Education or Desired License and Certificates:

• Customer service experience required
• Solar industry experiences are required
• PV Energy Storage system-related experiences are desired

Competencies

• Technical problem solving/analytical skills
• Self-starter and an excellent communicator
• System and product level mindset
• Organization, detail-oriented nature, and strong initiative
• Strong technical support focus and a service-oriented individual both with Sales team and customers

Travel

• 10% 

Work Location and Status:

• Contract-to-hire, remote role
• No visa sponsorship 

Compensation:

• Compensation commensurate with experience
• Competitive benefits package and employee programs
• Strong personal and company growth opportunities

For candidates in the states of California, Colorado, New York and Washington, the anticipated annual base salary for this role is between $65,000 - $85,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The base salary offered is dependent upon several factors, including but not limited to job-related skills, qualifications, experience, education, location, or other factors related to the role.

Sungrow is an equal opportunity employer.  Due to strong interests in this position, Sungrow will only reach out to those candidates who best meet the requirements.  Thank you for your interest in Sungrow. 

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