Product Support Technician - PV Inverters

Sungrow; Oregon; Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive benefits package

Employee programs

Growth opportunities

Job summary

Sungrow North America is seeking a technically skilled Technical Support and Project Engineer for a remote role. The position reports to the Technical Support Supervisor and serves as the initial contact for customers and partners in commercial, industrial and utility-scale solar and storage projects.

The role demands strong customer service, problem solving, and the ability to document issues accurately in our systems. Travel about 10% is expected.

Qualifications

• Excellent technical skills and the ability to learn quickly.
• Preferred work experience in technical support but not required.
• Ability to diagnose the cause of problems in a complex environment and provide effective solutions promptly.
• Must have strong written and verbal communication skills.

Responsibilities

• Provide phone and email support with a focus on solar inverters and site functions.
• Document issues and resolutions clearly in the ticketing system.
• Demonstrate professional communication with customers and partners.
• Troubleshoot technical problems and guide customers toward resolution.
• Coordinate with warehouse and service teams as needed for service delivery.
• Support continual training to stay current with products and processes.

Skills

Technical skills

Customer service

Communication

Problem-solving

Tools

Microsoft Office Suite

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 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 situationBeing 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 externallyResponsible 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 requiredPreferred work experience in technical support role but not requiredAbility to diagnose the cause of problems in a complex environment and to provide communication effective solutions in a timely mannerSelf-motivated and ability to work on own initiative in a high-pressure environmentMust be customer service oriented and have problem-solving, decision making & analytical skillsMust possess effective written and verbal communication skillsMust be able to follow instructions and pre-established procedures/SOP to perform the duties of the jobAttention 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 requiredSolar industry experiences are requiredPV Energy Storage system-related experiences are desired

Competencies

Technical problem solving/analytical skillsSelf-starter and an excellent communicatorSystem and product level mindsetOrganization, detail-oriented nature, and strong initiativeStrong technical support focus and a service-oriented individual both with Sales team and customersTravel10%

Work Location and Status:

Contract-to-hire, remote roleNo visa sponsorship

Compensation:

Compensation commensurate with experienceCompetitive benefits package and employee programsStrong personal and company growth opportunitiesFor 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.