SolarEdge is a global leader in smart energy technology. SolarEdge creates smart energy solutions that power our lives and drive future progress. SolarEdge developed an intelligent inverter solution that changed the way power is harvested and managed in photovoltaic (PV) systems. SolarEdge addresses a broad range of energy market segments through its PV, storage, EV charging, batteries, UPS, and grid services solutions. Based in the greater Perth area
What will you be doing?
Regional resource for issues resolution over the phone with qualified personnel when on site
Train, assist and supporting system troubleshooting and details with SolarEdge products at field and field problems resolution
Propose internally alternative system designs to achieve better functionality of the system- best practice and efficiency design methods
Travel to installers or end user customers to provide service or provide emergency repair service (fix, replace, install inverters and optimizers, communication equipment and SE accessories (CCG, sensors, metes, etc)
Assist/approve commissioning of residential or commercial Solar Systems and provide final commissioning report
Ensure that all qualifications remain up to date. These included. CPR, First Aid and LVR, driver’s license, car certificates and certificates for tools including PPE
Work together with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors
Manage the configuration database of customer installations/sites for products performance reporting, replacements or troubleshooting purposes
Advise customers concerning equipment operation, maintenance, or programming
Liaise with customers and EPCs to collect all necessary documentation and equipment requirements before the arrival of SEDG on site
Write reports for every site visit and lodge them in the CRM. Resolve cases lodged from
customers in CRM.
3+ years of hands-on experience in a Technical role, including 1 year that is a customer facing role
SolarEdge is a global leader in smart energy technology. SolarEdge creates smart energy solutions that power our lives and drive future progress. SolarEdge developed an intelligent inverter solution that changed the way power is harvested and managed in photovoltaic (PV) systems. SolarEdge addresses a broad range of energy market segments through its PV, storage, EV charging, batteries, UPS, and grid services solutions. This is a remote position
What will you be doing?
Customer support interface; admin, logistical and general support
Interface and manage with Tier1-2 support resolving (escalated) issues and drive the proactive support cases
Reports and manage designated accounts
Owns customer satisfaction with SEDG technology
Act as “lead” on all service matters with strategic account(s). Proactively develop customer service strategy to manage customer business objectives.
Host service calls with customers as needed
Perform account service level analytics to help maintain service levels and align priorities and strategies.
Resolve service escalations in the shortest amount of time and most efficiently and effectively
Directly escalate and act as focal point to, Support, teams.
Ensure company resources can deliver to customer requirements and follow-through on commitments.
Act as a customer service advocate to deliver required results.
Ensure that all service levels within the customer account are trained on SolarEdge. (regardless of who trains them) including, installers, designers, tier-1 phone support, tier-2 field service engineers, customer data analytic performance team, etc….
Responsible for building service relationship at the customer site
2+ years of experience in a support roles
Experience with customer relations (call center or inside accounts management)
Experience with CRM systems and general software tools
Strong communication skills
Local customer language and English knowhow mandatory