Technical Service Support Engineer

  • Permanent
  • Sweden

Job Description

 

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 Technical Service Support 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 – 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 the internal system

• Log any customer complaints and provide feedback and solutions

• Ensure client communication throughout the inquiry process with all parties

• Document all cases, inquiries, 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

Key Skills & Experience:

• Possess a technical degree in a related field such as power, renewables, solar, photovoltaics, electrical engineering

• Experienced background or have completed a vocational training course in Electronics or Electrical Engineering, Grid Power, or Smart Energy Technologies

• You must have a strong working knowledge of providing technical, product, after-sales, customer service support and guidance for solar electronic, solar technology, or PV kits

• You must have experience and enjoy working with clients over the telephone on technical product issues within a help desk, call center or technical hotline environment

• Remote technical troubleshooting and ticketing experience

• You must have an affinity for technology and innovative products

• A keen interest in developing technologies within the solar pv sector

• Have a communicative nature and fantastic interpersonal skills

• Can work well in a team setting but also a proactive and independent person

• Able to diligently communicate over emails and online chat

• Possess strong business in-person and phone acumen

• Highly proficient in all Microsoft Office package

• You are willing to learn and enthusiastic about taking on new challenges

• Will be comfortable with remote working but travel for work if needed

• You will speak the local language and also have good proficiency in English.

If you are a proactive and results-driven individual with a passion for solar renewable energy and a commitment to driving great product, technical and customer service success, we invite you to apply for this opportunity. Please submit your resume outlining your industry-relevant experience, key achievements, and why you believe you are the ideal candidate for this position.

We appreciate the interest of all applicants; however, only those selected for an interview will be contacted. We look forward to reviewing your application and exploring the possibility of you joining a company at the forefront of the renewable energy revolution.

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