Solar Inside Field Service Engineer

Ingeteam; Milwaukee (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading provider of electrical solutions is seeking an After Sales Support Technician to provide technical assistance and customer support for their products. Responsibilities include responding to technical inquiries, traveling to customer sites, and monitoring product performance to ensure customer satisfaction. The ideal candidate has strong technical skills and excellent communication abilities. Willingness to travel is required.

Qualifications

• Experience in aftersales support roles or technical customer service.
• Ability to travel to customer sites as necessary.
• Familiarity with Modbus TCP, RTU and CAN communication protocols.

Responsibilities

• Provide technical support over the phone or at customer sites.
• Monitor and analyze product failure rates.
• Establish high levels of customer satisfaction.

Skills

Technical knowledge in electrical systems

Problem-solving skills

Customer communication skills

Job description

The main objective is to provide electrical and technical services and customer support for aftersales on Ingeteam products. Support will be provided over the phone or at the customer’s site. Acts as primary contact for aftersales questions and is the trusted company representative to solve and resolve technical service questions.

RESPONSIBILITIES, FUNCTIONS AND TASKS

Aftersales Support

• Travel to customer sites and perform aftersales activities. Travel will be on average 25% of the time or as needed.
• Serve as the primary point of contact for all technical aftersales questions for assigned projects.
• Respond to all incoming technical aftersales calls/emails related to Ingeteam product solutions.
• Work with customers to solve all product issues provided by Ingeteam for site assigned projects.
• Oversee and manage other Ingeteam and subcontracted technicians during aftersales support.
• Provide technical guidance to technicians and other team members during commissioning.
• Resolve by phone, email, screenshare, remote desktop or travel to site to repair or replace damaged equipment.
• If needed, request assistance from management and corporate service support team.
• Make sure all documentation, pictures and other related files to an incident are properly stored in the Ingeteam server.
• Work with customers to ensure all failed equipment gets returned to Ingeteam.
• Monitor and analyze component/product failure rates and provide feedback to Engineering and R&D.
• Develop aftersales work instructions for Ingeteam internal use.
• Download inverter data and review past production and stop reasons. Discuss with customers if need be.
• Use technical knowledge to read / write to an inverter and equipment registers and to understand and analyze Modbus TCP, RTU and CAN communication protocols.
• Display professionalism, understanding, tact and technical knowledge in all customer interactions.
• Establish and maintain a high level of customer satisfaction.
• Consult with and interact with customers and site owners to ensure tasks are performed on time, efficiently and safely.
• Troubleshoot Ingeteam products and systems to achieve customers goals.
• Provide feedback to Engineering and R&D for Ingeteam product improvements.