The main scope of this role is to provide pre-sales and after-sales support about photovoltaic installations (PV systems). The clients can be home owners, installers, design offices and all those companies that operate in the Solar Energy business. The new joiner will be working in contact with a mixed international team from different countries and with various backgrounds.
The main tasks concern: technical analysis and queries, assessment of issues, understanding of the products certification and country regulations, system troubleshooting and interactions with other departments such as logistics, suppliers and customer service.
Handle technical product queries from customers
Provide technical support to client€™s partners during the installation and design phase of photovoltaic installations
Responsible for Customer Support concerning technical issues for PV Modules and PV Inverters
Responsible for providing customers with product related certificates
Assist during the configuration of solar systems
Answer technical support questions about solar systems installation and maintenance
Document all call notes
Handling technical failures occurring on the installation, providing complete troubleshooting and documenting them within required time in the CRM system, flag open cases and close in timely manner
Handling customers complaints, assigning them a partner, managing interactions
Customer RMA (Return Material Authorization) handling including assigning RMA numbers from CRM system, entering RMA€™s in the CRM system, flag open RMA€™s and close in timely manner
Generate basic reports on several performance factors for evaluation purposes
Flexibility on external tasks
Preparing slides for the troubleshooting meeting presentation
Actively participate in the troubleshooting meetings