Engineer, Customer Service (f/m/d)

Canadian Solar MSS ITALY, S.L.R.; Milano; In loco; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

Canadian Solar MSS ITALY, S.L.R. in Lombardy (Milano) is seeking an experienced Technical Support Engineer for residential energy storage and solar products.

You will be the first point of contact for after-sales inquiries and work with sales, product management, and field technicians. The role requires PV and battery system installation/diagnostics experience, strong problem-solving, and the ability to explain complex topics to customers in English and Italian.

Competenze

• Bachelor's degree in Electrical Engineering or related field.
• 3+ years in technical customer service, PV or energy storage.
• Experience with PV and battery system installation/diagnostics.
• Ability to explain technical topics clearly.
• Fluent in English and Italian.

Mansioni

• 1st level contact for after-sales technical inquiries; troubleshooting and warranty topics.
• Handle customer complaints, coordinate replacements, ensure timely resolution.
• Provide customer training and technical webinars on product usage.
• Support system commissioning, remote diagnostics, and post-install guidance.
• Collaborate with Product Management, Technical Support, and Engineering to resolve escalations.
• Use PV design tools and monitoring platforms to analyze performance and provide insights.
• Ensure accuracy of SLAs and warranty documentation.
• Travel up to 20% for onsite installations.

Conoscenze

PV system knowledge

Battery storage knowledge

Technical support

Remote diagnostics

Customer communication

Fluent English & Italian

Formazione

Bachelor's degree in Electrical Engineering

Master’s degree (preferred)

Strumenti

PVSyst

Monitoring platforms

Remote troubleshooting tools

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.In this role, you will be part of a talented team consisting of engineers who offer in-house advise and support to their colleagues as well as premium service towards our customers.This position will make use of knowledge and skillsets of solar product and energy storage experience to provide technical support and engage technical sales activities for Canadian Solar residential energy storage system. Position will be a direct communication link with salesmen, customers, product management and headquarter personnel abroad to assist with needs and support as defined belowMain responsibilities1st level customer contact for all after-sales technical inquiries, troubleshooting, and warranty-related topicsHandle customer complaints, coordinate replacements, and ensure timely issue resolution to maintain high customer satisfactionConduct customer training and technical webinars related to product usage, maintenance, and troubleshootingProvide support for system commissioning, remote diagnostics, and post-installation guidanceCollaborate closely with Product Management, Technical Support, and Engineering teams to resolve escalated issues and communicate customer feedbackUse PV simulation and monitoring tools (e.g., PVSyst, monitoring platforms) to analyze system performance and provide insights to customers post-installationEnsure technical accuracy and customer alignment in service-level agreements and warranty documentationBuild and maintain trusted professional relationships with installers, service partners, and end customersSupport onsite installations / commissioning, especially during first time installations – travel required up to 20%Product & Process SupportSupport product rollouts from a service-readiness perspective, ensuring documentation and service processes are in placeContribute to the development and update of service manuals, FAQs, and technical support documentation in collaboration with Product ManagementDevelop and maintain internal knowledge base content for efficient issue resolution by the support teamGather field feedback on product reliability, installation challenges, and performance for continuous product improvementEnsure compliance with applicable codes, safety standards, and certification requirements in after-sales processesAct as the voice of the customer internally, advocating for improvements based on real-world usage and support casesQUALIFICATIONS/SKILLS/KNOWLEDGEBachelor's degree in Electrical Engineering or a related technical field; Master’s degree is a plusMinimum 3 years of experience in technical customer service, technical support, or field service – ideally in the PV or energy storage sectorPractical experience with PV and battery system installation, commissioning, or diagnostics is a strong assetStrong analytical and technical problem-solving skillsAbility to explain complex technical topics in a clear and customer-friendly mannerFamiliarity with PV system design tools, monitoring platforms, and remote troubleshooting methodologiesHigh customer orientation with excellent communication skills across various customer types (installers, homeowners, O&M providers)Valid driver's license requiredFluent English and Italian; additional languages are a plusCOMPETENCIES NEEDED TO SUCCEED IN THIS ROLEStrong organization and planning skillsNegotiation and customer orientationTeamwork, communication and intercultural skillsResilience and excellent problem-solving skillsLANGUAGESFluency in English & ItalianOther languages will be an advantage.Please submit your CV in English.#CanadianSolar