Solar Customer Experience Lead

Qcells USA Corp.; San Francisco (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Hanwha Q CELLS America Inc. in Irvine, CA, seeks an experienced Customer Support Coordinator to join the post PTO Support Team.

You will manage tickets, troubleshoot solar products, and own the customer experience for residential systems including Q.Home battery. The role requires attention to detail, strong communication, and the ability to analyze performance data while coordinating engineers and vendors to resolve installation issues.

Qualifications

• Solar Industry experience in renewables or similar field.
• Attention to detail and strong analytical capabilities.
• Excellent communication skills, both written and verbal.
• Proficient in Excel and data analysis.
• Ability to manage multiple tasks in a fast-paced environment.
• Up to 10% travel may be required.

Responsibilities

• Manage customer tickets, emails and calls promptly and professionally.
• Troubleshoot questions about Q CELLS residential solar products (battery storage, smart modules).
• Own the customer experience, including escalations.
• Analyze system monitoring and performance data.
• Become SME on the Q HOME battery system for residential use.
• Analyze CA, TX and FL net-metering and buyback programs.
• Assist with commissioning of systems.
• Program ESS to complex E-TOU modes and run firmware updates.
• Coordinate engineers and vendors to resolve installation problems.
• Understand how solar systems are sold, designed and constructed.
• Review procedures to ensure best practices.

Skills

Solar industry experience

Attention to detail

Analytical skills

Oral and written communication

Excel

Organizational skills

Problem-solving

Travel up to 10%

Education

Associates degree preferred

Bachelor's degree preferred

Job description

Hanwha Q CELLS America Inc. in Irvine, CA, seeks an experienced Customer Support Coordinator to join the post PTO Support Team.

You will manage tickets, troubleshoot solar products, and own the customer experience for residential systems including Q.Home battery. The role requires attention to detail, strong communication, and the ability to analyze performance data while coordinating engineers and vendors to resolve installation issues.