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Technical Service Engineer - Tier 2

Job Description

Location: Lion, France

 

SolarEdge is a global-leading supplier of smart energy solutions, with a diversified product offering comprising intelligent solar inverters, battery storage, backup systems, EV charging, and home energy management. NASDAQ-listed since 2015 (SEDG), SolarEdge combines cutting-edge technology with world-class engineering and manufacturing capabilities designed to maximize solar power generation while lowering the cost of energy produced by the PV system.

Solaredge is seeking a Technical Service Engineer – Tier 2 to join our company. If you are passionate about customer care and love helping them diagnose and solve technical issues, this position is perfect for you

 

What will you be doing?

  • Troubleshooting and resolution of complex calls or service cases with higher knowledge demand
  • Engage in the monitoring and troubleshooting support, supervision and coordination of customers Solar Power Plants.
  • Management of general daily on-site issues, reporting and site work deliverables to the Service Manager & Sales Manager
  • Planning and preparation of site work, managing and updating these internally and to the customers
  • Provide on-site, on-line, phone, chat or email support to customers when needed.
  • Evaluate customer needs with the support manager in the areas of service, training, logistics and planning and execute the plan to fulfill them
  • Identify product, documentation and other issues impairing customer satisfaction and work with the HQ to improve them.
  • Assist the sales team in technical areas and other needs to close deals
  • Use and identify needs of the monitoring database of customer installations, usage of SEDGE troubleshooting tools, Document all activities in (CRM) CREdge or other database platforms.
  • Work proactively to help branch office meet company’s KPI’s.
  • Select, collect and analyze site data to identify HW/SW issues
  • Approve Tier 1’s RMA cases
  • Provide technical assistance and support to Tier 1 escalations
  • Make sure every issue, call, case is documented in the database
  • Escalate cases to FSE (for technical cases)
  • Make sure every Failure Analysis / Root Cause Analysis unit case is returned to HQ.
  1. Work with regional logistic manager
  2. Work with relevant POC at HQ


Requirements

  • Electrical Engineer/ Practical Engineer/ Similar technical certification
  • Previous experience as 2nd level engineer in a technical environment- minimum of 2 years
  • PV business experience: advantage
  • Strong problem solving skills
  • IT knowledge
  • Profound & solid technical knowledge
  • Native Local language, business communication skill in English
  • Customer Oriented, Team Player, excellent communication skills
  • Basic knowledge of Word, Excel, and Power Point
  • Ability to multi-task in a very fast pace environment
  • Excellent interpersonal skills and proven ability to establish/keep working relationships with customers, partners, peers and managers.
  • Second class electric work specialist license- advantage