Technical Services Engineer

Nextpower•Fremont, CA

5d•$100,000 - $110,000•Onsite

About The Position

The Technical Services Team provides the highest quality of customer support through its various technical support lines. Technical Services responds to incoming service calls, email requests, and case requests utilizing the Service Cloud case management system. The Technical Service Team works together to provide our internal team, and our customers with a resolution on all types of technical issues, customer challenges and concerns. Nextpower is one of the most promising, fastest growing companies in today's solar industry. We design and manufacture next generation PV tracking systems that dramatically improve the economics of solar power. Applications range from distributed generation (DG) to massive utility-scale power plants across domestic and international markets. It is an exciting time to join Nextpower as we expand our team to meet the challenges of rapid growth in the B2B solar industry. With one of the most experienced management teams in solar, category-leading products, and a fortified technology roadmap, Nextpower is making a dramatic impact on the power plant of the future. At Nextpower, we are driving the global energy transition with an integrated clean energy technology platform that combines intelligent structural, electrical, and digital solutions for utility-scale power plants. Our comprehensive portfolio enables faster project delivery, higher performance, and greater reliability, helping our customers capture the full value of solar power. Our talented worldwide teams are redefining how solar power plants are designed, built, and operated every day with smart technology, data-driven insights, and advanced automation. Together, we’re building the foundation for the world’s next generation of clean energy infrastructure.

Requirements

Maintains the technical support hotline and uses communication and troubleshooting skills to provide customer support to users, installers, and end customers.
Providing in depth technical support on the full family of tracker and storage systems, as well as other products available in the Nextpower portfolio of products.
May also be required to travel to customer facing meetings, and Nextpower project sites and provide support in the field.
Participates in conference calls working directly with our internal team and with our customers to solve technical issues.
Engages with other Nextpower departments to help improve our product performance in the field.
Strong skills in collecting and providing information to internal stake holders is a must.
Candidate must be self motivated in resolving customer challenges in a timely fashion and will be a key attribute of any successful candidate.
Acting as the customer advocate is of primary importance in this role.
Proficiency with Microsoft office
Proficiency in Salesforce Service cloud
Proficiency in dealing with customer support and O&M issues
Excellent customer service skills
Excellent verbal and written communication skills

Nice To Haves

5 years of experience with Bachelor’s Degree in Mechanical, Industrial, or equivalent power generation and commissioning experience preferred.
Strong understanding of customer and technical support for Utility-scale and DG projects
Extensive experience with power generation troubleshooting & various controls systems
Extensive experience with solar tracking systems
Strong drive for Renewable Energy Industry Development
Strong knowledge of PV technology and its applications

Responsibilities

Provides technical support for mechanical, electrical, quality, communication, and installation issues for Nextpower’s customers worldwide, ensuring a best-in-class customer experience and providing product and systems expertise to maximize customer production value
Interface with customers or installers to plan network configuration and adjust field equipment to comply with the plans
Interface with field personnel to commission projects and troubleshoot problems
Test and commission Nextpower tracker installations and provide training to onsite Nextpower employees and partner companies
Provide tracker controller expertise, supporting controller commissioning process and on-going maintenance
Manage controller commissioning process for customer acceptance of Nexpower tracker installations for placement of warranty
Support product development, sales, and marketing as requested
Schedule onsite training, maintenance programs, subcontractor training, quality control
Works with cross functional team providing input to work instructions, material, or product changes to ensure superior quality of products.
Ability to write reports, service proposals, and procedure manuals.
Develop PowerPoint presentations.
Give in-person and remote customer, and internal, presentations
Work closely with Remote Monitoring Team providing in the field repairs and documenting all issues
Manage field testing of prototype and beta product lines
Support in the development of controller technical documentation for Commissioning and O&M, including revision control
Supports Nextpower system design, product development, sales, and marketing as requested
Have strong customer care experience and be able to effectively communicate resolutions for customer concerns
Internal customer voice. An advocate for the customer within Nextpower
Attends all Case Management meeting each morning M-F 7:30am PST
Maintains all assigned company and safety training, and other required training.
Cross functional support to team.