Remote Solar Service Specialist (Technical + Customer Support)

Exact Solar

10d•Remote

About The Position

We are seeking a highly capable, detail-oriented Remote Solar Service Specialist to support our growing service department. This role is ideal for someone with hands-on solar experience who enjoys troubleshooting, solving problems, and working directly with customers and field teams. You will work closely with our Service Team Lead and administrative support team to help manage service requests, diagnose issues, support field technicians, and ensure a high-quality customer experience from start to finish. This is a remote position, but requires strong communication skills, technical confidence, and the ability to operate independently.

Requirements

3+ years of experience in solar PV (service, installation, or engineering)
Strong understanding of solar system components (inverters, monitoring, wiring, production issues)
Experience troubleshooting solar system performance issues
Native or fluent English speaker with excellent verbal communication skills
Comfortable leading Zoom calls, phone calls, and screen-sharing sessions
Highly organized and detail-oriented
Ability to work independently in a remote environment

Nice To Haves

Experience with common inverter platforms (e.g., Enphase, SolarEdge, SMA)
Familiarity with monitoring platforms and remote diagnostics tools
Experience with warranty processes and manufacturer coordination
Basic understanding of electrical systems and NEC concepts
Experience with CRM or service management software
Exposure to service-related financial tracking or invoicing

Responsibilities

Perform remote diagnostics and troubleshooting for residential and commercial solar PV systems
Analyze system performance data, monitoring platforms, and inverter communications
Conduct screen-share sessions with customers to guide troubleshooting steps
Support escalation cases requiring deeper technical investigation
Verify field technician findings and completed work remotely (photos, reports, system data)
Lead customer-facing Zoom calls and phone calls to explain issues and solutions clearly
Provide a calm, professional experience for customers during service issues
Translate technical findings into understandable language
Assist in triaging incoming service requests and prioritizing work
Collaborate with Service Team Lead on job scoping and resolution strategy
Help ensure proper documentation of service cases in CRM/service platforms
Prepare and submit warranty claims with manufacturers (inverters, modules, etc.)
Track warranty case progress and follow through to resolution
Coordinate with vendors on technical support and replacements
Review technician reports, photos, and commissioning data for accuracy and completeness
Provide feedback and support to field technicians as needed
Help maintain consistent service quality standards
Assist with service job invoicing and cost tracking
Support tracking of key service KPIs (response time, resolution time, service margins)
Help ensure accurate documentation for billing and internal reporting