Product Support Technician - PV Inverters

Sungrow

Houston (TX)

Remote

USD 65,000 - 85,000

Full time

8 days ago

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Job summary

Sungrow North America is seeking a Technical Support and Project Engineer for a remote role. You will be the initial contact for customers and partners across commercial, industrial, and utility-scale solar and battery plants, reporting to the Technical Support Supervisor.

The position emphasizes strong customer service, technical proficiency with solar inverters, and collaboration with the service team to ensure timely issue resolution. Remote work with travel is required.

Qualifications

Customer service experience required
Solar industry experiences are required
PV Energy Storage system-related experiences are desired

Responsibilities

Provide phone support and listen to customers to understand issues and resolve them promptly
Document issues and resolutions in ticketing system and via emails
Provide high quality end-user technical support for solar inverters and site functions
Explain technical concepts clearly to customers and partners
Coordinate with warehouse/shipping teams and support cross-functional teams as needed
Participate in ongoing training to learn current and new products and troubleshooting methods

Skills

Customer service

Technical problem solving

Communication skills

Self-motivation

Education

Solar industry experience

PV energy storage experience

Job description

The Company

Sungrow North America is a leading provider of renewable energy solutions, specializing in the development and manufacturing of photovoltaic inverters and energy storage systems. The company offers a comprehensive range of products and services designed to optimize the performance and efficiency of solar power installations. Sungrow North America aims to provide sustainable and reliable energy solutions to meet the growing demand for clean power and is known for its commitment to innovation, high-quality standards, and exceptional customer service.

The Company

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.

Essential Duties And 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

Minimum Requirements

Excellent technical skills and the ability to learn quickly required
Preferred work experience in technical support role but not 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)

Education Or Desired License And Certificates

Customer service experience required
Solar industry experiences are required
PV Energy Storage system-related experiences are desired

Competencies

Technical problem solving/analytical skills
Self-starter and an excellent communicator
System and product level mindset
Organization, detail-oriented nature, and strong initiative
Strong technical support focus and a service-oriented individual both with Sales team and customers

Travel

Work Location and Status

Contract-to-hire, remote role
No visa sponsorship

Compensation

Compensation commensurate with experience
Competitive benefits package and employee programs
Strong personal and company growth opportunities

For candidates in the states of California, Colorado, New York and Washington, the anticipated annual base salary for this role is between $65,000 - $85,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The base salary offered is dependent upon several factors, including but not limited to job-related skills, qualifications, experience, education, location, or other factors related to the role.

Sungrow is an equal opportunity employer. Due to strong interests in this position, Sungrow will only reach out to those candidates who best meet the requirements. Thank you for your interest in Sungrow.

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