Technical Service Engineer

AD Energy is seeking a Technical Service Support Engineer on behalf of a global manufacturer in the photovoltaic industry! Our client offers their intelligent and smart solar solutions to the residential and commercial markets, the business continues to have a with a strong international presence and pushes towards further innovation, ensuring that they remain one of the world-wide suppliers of choice!

This position is a new role- an addition to the current international after sales service team across Europe. The key duties of this role will be:

• To identify technical problems remotely and then provide relevant advice and solutions
• You will also manage the technical service escalation queries and processes via online and system portals
• You will become a vital member of the technical service team to ensure that technical customer service care is high quality for all local business partners and end customers

Candidates of interest must demonstrate:

• A technical affinity for solar products and have worked in a service / after-sales technical support function with grid connected solar or energy products
• You must speak fluent English

Key Responsibilities:

• Be the first point of contact for solar pv clients and customers (end-users, installers, contractors, distributors, and wholesale partners) regarding product and technical matters
• Attend to hotline, first-line help desk support queries
• Receive and manage escalated technical error report and inquiries from hot desk (tier 1)
• Work to find solutions for escalated technical error report
• Process and monitor errors and inquiries in 2nd Level support capacity
• Attend to direct higher-level technical and service- issue customer requests
• Log any customer complaints and provide feedback and solutions
• Work closely with R&D on more complex technical matters
• Assist and help Tier 1 Engineers if required
• Ensure client communication throughout case and inquiry process with all parties
• Document all cases, inquires, developments, changes, and resolutions on the internal database
• Conduct follow up duties with customers
• Ensure and promote great after sales service and customer satisfaction
• Be an advocate of the company growth plan and product profile

Key Skills & Experience:

• Possess a technical degree in a related field such as power, renewables, solar, photovoltaics, electrical engineering
• Experienced background or have completed a vocational training course in Electronics or Electrical Engineering, Grid Power, or Smart Energy Technologies, or Renewables
• You must have a strong working knowledge of providing technical, after-sales, customer service support and guidance for solar electronic, solar technology, or pv kits
• You must have experience and enjoy working with clients over the telephone on technical product issues within a help desk, call centre or technical hotline environment
• Remote technical troubleshooting and ticketing experience
• A keen interest in developing technologies within the solar pv sector, existing Solar knowledge is necessary
• Have a communicative nature and fantastic interpersonal skills
• Can work well in a team setting but also a proactive and independent person
• Able to diligently communicate over emails and online chat
• Possess a strong business and phone acumen
• Highly proficient in all Microsoft Office package
• Must be fluent in English
• You are willing to learn and enthusiastic about taking on new challenges

Should you fulfil the essential criteria for this job and wish to be considered for this role, please submit your up-to-date CV and cover letter to: tom.monaco@energy-recruitment.com