Engineer, Customer Service (f/m/d)

Canadian Solar; Italia; In loco; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

Canadian Solar in Italy is seeking a technical customer service professional to handle after-sales inquiries, troubleshoot, and manage warranty topics for PV systems and energy storage. You will support installers and end users, coordinate replacements, and deliver training sessions on product usage and maintenance.

You will work closely with Product Management, Technical Support, and Engineering to resolve escalated issues, analyze system performance with PV tools, and ensure documentation and

Competenze

• Bachelor's degree in Electrical Engineering or related field.
• Minimum 3 years in technical customer service, technical support, or field service – ideally in the PV or energy storage sector.
• Practical experience with PV and battery system installation, commissioning, or diagnostics is a strong asset.
• Strong analytical and technical problem-solving skills.
• Ability to explain complex technical topics in a clear and customer-friendly manner.
• Familiarity with PV system design tools, monitoring platforms, and remote troubleshooting methodologies.
• High customer orientation with excellent communication skills across various customer types (installers, homeowners, O&M providers).
• Valid driver's license required.
• Fluent English and Italian; additional languages are a plus.

Mansioni

• 1st level customer contact for all after-sales technical inquiries, troubleshooting, and warranty-related topics
• Handle customer complaints, coordinate replacements, and ensure timely issue resolution to maintain high customer satisfaction
• Conduct customer training and technical webinars related to product usage, maintenance, and troubleshooting
• Provide support for system commissioning, remote diagnostics, and post-installation guidance
• Collaborate closely with Product Management, Technical Support, and Engineering teams to resolve escalated issues and communicate customer feedback
• Use PV simulation and monitoring tools (e.g., PVSyst, monitoring platforms) to analyze system performance and provide insights to customers post-installation
• Ensure technical accuracy and customer alignment in service-level agreements and warranty documentation
• Build and maintain trusted professional relationships with installers, service partners, and end customers
• Support onsite installations / commissioning, especially during first time installations - travel required up to 20%
• Product & Process Support Support product rollouts from a service-readiness perspective, ensuring documentation and service processes are in place
• Contribute to the development and update of service manuals, FAQs, and technical support documentation in collaboration with Product Management
• Develop and maintain internal knowledge base content for efficient issue resolution by the support team
• Gather field feedback on product reliability, installation challenges, and performance for continuous product improvement
• Ensure compliance with applicable codes, safety standards, and certification requirements in after-sales processes
• Act as the voice of the customer internally, advocating for improvements based on real-world usage and support cases

Conoscenze

PV troubleshooting

Technical support

Field service

Remote diagnostics

Customer communication

English & Italian

Formazione

Bachelor's degree in Electrical Engineering

Master’s degree (plus)

Strumenti

PVSyst

Monitoring platforms

Battery system diagnostics

Descrizione del lavoro

At Canadian Solar, our vision is to make lives better by bringing electricity powered by the sun to millions of people worldwide. As a leading manufacturer of solar panels, inverters, and energy storage solutions, we've been an industry front-runner since our founding in 2001. Our commitment to sustainability is reflected in all parts of our organization as we navigate the complexities of a booming industry. Throughout Canadian Solar's subsidiaries, e-Storage, Recurrent Energy, MSS and CSI Solar Co., we invest in our employees' growth. Our training programs and promotional opportunities ensure we all can continue to learn. We understand the importance of work-life balance and provide various flexible work options to support our employees' well-being. Join our team to "Make the Difference" by creating a lasting positive impact on the world and the communities where we operate.

Main responsibilities

• 1st level customer contact for all after-sales technical inquiries, troubleshooting, and warranty-related topics
• Handle customer complaints, coordinate replacements, and ensure timely issue resolution to maintain high customer satisfaction
• Conduct customer training and technical webinars related to product usage, maintenance, and troubleshooting
• Provide support for system commissioning, remote diagnostics, and post-installation guidance
• Collaborate closely with Product Management, Technical Support, and Engineering teams to resolve escalated issues and communicate customer feedback
• Use PV simulation and monitoring tools (e.g., PVSyst, monitoring platforms) to analyze system performance and provide insights to customers post-installation
• Ensure technical accuracy and customer alignment in service-level agreements and warranty documentation
• Build and maintain trusted professional relationships with installers, service partners, and end customers
• Support onsite installations / commissioning, especially during first time installations - travel required up to 20%
• Product & Process Support Support product rollouts from a service-readiness perspective, ensuring documentation and service processes are in place
• Contribute to the development and update of service manuals, FAQs, and technical support documentation in collaboration with Product Management
• Develop and maintain internal knowledge base content for efficient issue resolution by the support team
• Gather field feedback on product reliability, installation challenges, and performance for continuous product improvement
• Ensure compliance with applicable codes, safety standards, and certification requirements in after-sales processes
• Act as the voice of the customer internally, advocating for improvements based on real-world usage and support cases

QUALIFICATIONS/SKILLS/KNOWLEDGE

• Bachelor's degree in Electrical Engineering or a related technical field; Master’s degree is a plus
• Minimum 3 years of experience in technical customer service, technical support, or field service – ideally in the PV or energy storage sector
• Practical experience with PV and battery system installation, commissioning, or diagnostics is a strong asset
• Strong analytical and technical problem-solving skills
• Ability to explain complex technical topics in a clear and customer-friendly manner
• Familiarity with PV system design tools, monitoring platforms, and remote troubleshooting methodologies
• High customer orientation with excellent communication skills across various customer types (installers, homeowners, O&M providers)
• Valid driver's license required
• Fluent English and Italian; additional languages are a plus

COMPETENCIES NEEDED TO SUCCEED IN THIS ROLE

• Strong organization and planning skills
• Negotiation and customer orientation
• Teamwork, communication and intercultural skills
• Resilience and excellent problem-solving skills

LANGUAGES

• Fluency in English & Italian
• Other languages will be an advantage.

Canadian Solar is a leading manufacturer of solar panels, inverters, and energy storage solutions since 2001. Our friendly and dedicated team of sales and operations experts work with retailers and strategic distribution partners all over the globe to provide our residential, commercial and utility-scale solar solutions. Our commitment to sustainability is reflected in all parts of our organization as we navigate the complexities of a booming industry.