SolarEdge Field Service Engineer

hace 1 mes

San Juan, San Juan, Puerto Rico SolarEdge A tiempo completo
About the Role

We are seeking a highly skilled Field Service Engineer to join our team in Puerto Rico. As a Field Service Engineer, you will play a crucial role in providing on-site customer support for SolarEdge products installed in the field.

Your primary scope of technical support will be to provide response to customers regarding the proper operation of SolarEdge products for their application and intended use.

Duties and Responsibilities
  • Technical Support: Provide support in troubleshooting and diagnosing grid tie solar inverter issues encountered in installation and start-up products using general knowledge, product schematics, data stored in knowledgebase, and other sources of information available.
  • Develop solutions to problems ranging from simple product troubleshooting to complex integration and interface scenarios.
  • Advise customers concerning equipment operation, maintenance, or programming.
  • Provide pre-sales information about SolarEdge's products.
  • Reinstall software programs or adjust settings on existing software to fix machine malfunctions.
  • Work together with operations to validate authorization to release parts needed to solve problems encountered by customers and contractors.
  • Manage the monitoring database of customer installations. Perform analysis of large datasets to deduce procedures for resolution of complex problems.
  • Ability to read and interpret schematics with a good understanding of high voltage, basics electronics, and measurement equipment.
Account Management
  • Maintain extensive and constant engagement with installers and end-user customers with the goal of growing relationships, providing training, and bettering the SolarEdge brand.
  • Support Customer Service, Sales, and Marketing in their activities to identify and develop business opportunities.
  • Become an expert in assigned regional areas to understand market dynamics, biggest influencers, and local best practices.
  • Answer inbound calls and emails from customers and contractors in a prompt, knowledgeable, and courteous manner, documenting all information into call tracking systems.
  • Travel to distributors, installers, or end-user customers to provide service or provide emergency repair services.
  • Document all activity in SolarEdge CRM software and other database software platforms, including writing comprehensive internal and external facing reports detailing efforts, issues, and results.
  • Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers, and managers.
  • Ability to communicate distinctly and effectively in English using proper grammar to effectively answer all customer inquiries promptly and accurately.
  • General understanding of Microsoft Office products and the ability to adapt to other computer systems quickly and utilize them efficiently while on the phone with a caller.
  • Demonstrated ability to promote teamwork and build enduring relationships.
Requirements
  • PREFERRED BSEE, BSME or equivalent (including practical experience with distributed solar installations). Minimum of an Associate's degree Power Electronics, Renewable Electrical Systems, and electro-technical field or other electrical concepts training.
  • Strong knowledge of NEC and PV system regulatory codes for PV installations, including but not limited to the National Electrical Code, NEC 690, PV Power System installation, UL1741, IEE1547, for the interconnection of distributed resources with power systems, FERC661, etc. Exceptional listening and questioning skills.
  • Basic understanding of IP network technology.
  • Strong electrical and electronic troubleshooting skills.
  • 2+ years of hands-on experience in a technical role, including 1 year in a customer-facing role.
  • At least two years of experience in a professional customer service, technical helpline, or remote support profession.
  • This is a remote position requiring significant travel, including cal and long distance. Must be able to travel greater than 50% of the time.
  • Must be flexible for all shifts - 24 hours a day, 7 days a week as required.
  • Excellent customer service and interpersonal skills. Must be able to deal with customers under stressful and sometimes adverse conditions.
  • Outstanding verbal and written communications skills.
  • Ability to multi-task in a very fast-paced environment.
  • Technical knowledge of SolarEdge products and related applications is a plus.
  • Familiarity with competitive products is a plus.
  • US and international travel required.
About the Compensation

The estimated salary for this position in Puerto Rico is between $55K-75K annually. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.

In addition to a competitive salary, we offer a full range of medical, financial, and/or other benefits designed to support your success at work, at home, and at play.

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