Tech Support/Product Engineer - PV Inverters

Sungrow USA Corporation•Houston, TX

42d•$65,000 - $85,000•Remote

About The Position

The Technical Support and Project Engineer position is a remote position that plays an important role with this rapid growing company. This is a very dynamic and fast-track position reporting to the Technical Support Supervisor. The position will be the key member of service team. This position will also be the initial point of the contact person for customers and partners with commercial, industrial and utility-scale solar and battery plants.

Requirements

Excellent technical skills and the ability to learn quickly required
Ability to diagnose the cause of problems in a complex environment and to provide communication effective solutions in a timely manner
Self-motivated and ability to work on own initiative in a high-pressure environment
Must be customer service oriented and have problem-solving, decision making & analytical skills
Must possess effective written and verbal communication skills
Must be able to follow instructions and pre-established procedures/SOP to perform the duties of the job
Attention to detail, follow through, teamwork focus and positive attitude.
Must be proficient in Microsoft Office Suite (Word, Excel, Power Point and Outlook)
Customer service experience required
Solar industry experiences are required

Nice To Haves

Preferred work experience in technical support role but not required
PV Energy Storage system-related experiences are desired

Responsibilities

Demonstrate strong customer service skills to provide phone support including:
Listening to the customer to gain an accurate understanding of the situation
Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
Providing accurate, detailed documentation in our internal ticket tracking system as well as via emails both internally and externally
Responsible for high quality end-user technical support, related to solar inverters and solar site functions
An understanding of technical terms specific to solar and the ability to apply that knowledge to support all existing systems
Supports all aspects of client support and immediate needs while demonstrating professionalism and composure on the phone, via phone calls and emails
Create a positive customer support experience, build rapport and trust with our customers through professional attitude and approach to each problem with understanding and urgency
Ensuring timely resolution or escalation by providing strong problem-solving skills and thinking logically of the next best step
Perform routine audits of the receiving and shipping processes to ensure accuracy and efficiency
Identify gaps in process execution and recommend corrective actions to the Warehouse Manager
Verify the accuracy of inventory transactions in the Warehouse Management System
Collaborate with warehouse teams to ensure adherence to standard operating procedures (SOPS)
Business impact evaluation and communicating the status to the customer and internal teams promptly
Identifies and works with internal teams to provide guidance and support
Focus on clear communications and customer service principles without becoming unprofessional in difficult situations
Provides investigation of issue, diagnosis, and troubleshooting via strong communication both verbal and written
Participate in continual training to increase efficiency and knowledge of current and new products, troubleshooting methods and processes