Technical Services Engineer

Nextpower • Fremont, CA

1d • 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.

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 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-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.

Benefits

• health care coverage
• dental and vision
• 401(K) participation including company matching
• company paid holidays
• unlimited paid time off
• generous discretionary company bonuses
• life and disability protection
• stock compensation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level