On behalf of a leading player in the global solar energy sector, recognized as the third-largest solar company in the world by shipments, we have an arising opportunity as Aftersales Engineer to join the expanding team! This opportunity is a chance to be a part of an organization with an unwavering commitment to technological innovation, product excellence, and a sustainable future!
This position is a new role and an addition to the current international after sales service team across Europe. The key duties of this role will be:
• To identify product and technical problems remotely and then provide relevant advice and solutions
• You will also manage the technical service escalation queries and processes via online and system portals
• You will become a vital member of the technical service team to ensure that technical customer service care is high quality for all local business partners and end customers
Key Responsibilities:
• Report to European Aftersales Manager
• Be the first point of contact for solar pv clients and customers (end-users, installers, contractors, distributors, and wholesale partners) regarding product issues and technical service matters
• Attend to hotline, first-line help desk support queries for the region
• Receive and manage escalated technical error report and inquiries
• Work to find solutions for escalated technical error report or product queries
• Provide product advice and guidance when required for better suited solutions
• Process and monitor errors and inquiries in 2nd Level support capacity
• Track all technical service discussions on internal system
• Log any customer complaints and provide feedback and solutions
• Ensure client communication throughout inquiry process with all parties
• Document all cases, inquires, developments, changes, and resolutions on the internal database
• Occasional on-site visits to troubleshoot pv systems and components
• Conduct follow up duties with customers
• Collaborate with Sales, Presales, Product Solutions and Product teams
• Aim to reach key performance indicators set by manager
• Deliver exceptional customer services and service support
• Ensure and promote great after sales service and customer satisfaction
• Be an advocate of the company growth plan and product profile
