Description:
AD Energy is seeking a Technical Service Support Engineer on behalf of a global manufacturer in the photovoltaic industry! Our client offers their intelligent and smart solar solutions to the residential and commercial markets, the business continues to have a with a strong international presence and pushes towards further innovation, ensuring that they remain one of the world-wide suppliers of choice!
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 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
Candidates of interest must demonstrate:
- A technical affinity for solar products and have worked in a service / after-sales technical support function with grid connected solar or energy products
- You must speak fluent English
Key Responsibilities:
- Be the first point of contact for solar pv clients and customers (end-users, installers, contractors, distributors, and wholesale partners) regarding product and technical matters
- Attend to hotline, first-line help desk support queries
- Receive and manage escalated technical error report and inquiries from hot desk (tier 1)
- Work to find solutions for escalated technical error report
- Process and monitor errors and inquiries in 2nd Level support capacity
- Attend to direct higher-level technical and service- issue customer requests
- Log any customer complaints and provide feedback and solutions
- Work closely with R&D on more complex technical matters
- Assist and help Tier 1 Engineers if required
- Ensure client communication throughout case and inquiry process with all parties
- Document all cases, inquires, developments, changes, and resolutions on the internal database
- Conduct follow up duties with customers
- 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, or Renewables
- You must have a strong working knowledge of providing technical, 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 centre or technical hotline environment
- Remote technical troubleshooting and ticketing experience
- A keen interest in developing technologies within the solar pv sector, existing Solar knowledge is necessary
- 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 a strong business and phone acumen
- Highly proficient in all Microsoft Office package
- Must be fluent in English
- You are willing to learn and enthusiastic about taking on new challenges