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Technical Service Engineer - Tier 1×
Job Description
Location: Treviso, Italy
SolarEdge is a global leader in smart energy technology. We believe that a continuous improvement in the way we produce and consume energy will lead to a better future for all of us. By combining engineering excellence with a relentless focus on innovation, SolarEdge drives progress by creating the smart energy solutions that power our future. For example, the SolarEdge DC optimized inverter maximizes power generation while lowering the cost of energy produced by the PV system. Continuing to advance smart energy, SolarEdge addresses a broad range of energy market segments through its PV, storage, EV charging, batteries, UPS, and grid services solutions.
Solaredge is seeking a Technical Service Engineer – Tier 1 to join our amazing Italian team. If you are passionate about customer care and love helping them diagnosing and solving technical issues, this position is perfect for you
What will you be doing?
- Answer inbound calls and e-mails from customers and contractors in a prompt, knowledgeable, and courteous manner documenting all information into call tracking system
- Provide support in the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the installation and start up products by using general knowledge, product schematics, data stored in knowledgebase, and other sources of information available
- Work together with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors
- Provide updates to knowledge database used by other technical support representatives with new troubleshooting information discovered in the resolution of customer calls
- Manage the monitoring database of customer installations
- Document all activity in ticketing system and other database software platforms
- Create layouts on the monitoring site at customer’s request
- Help out Tier-2 support with any other daily activities
- Occasional travel to site for troubleshooting and supervision of installation & commissioning
Requirements
- Technical engineering background
- At least 2 years of experience in PV business as technical support or technical engineer
- professional customer service and technical helpline or remote support is preferred
- Exceptional listening and questioning skills
- Ability to multitask in a very fast-paced environment
- Experience working for an international organization is preferred
- Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships withcustomers, peers and managers
- General understanding of Microsoft Office products and utilize them efficiently while on the phone with a caller
- Outstanding communications skills in English
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Technical Service Engineer - Tier 2×
Job Description
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 amazing Italian team. 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, online, 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 case
- Make sure every Failure Analysis / Root Cause Analysis unit case is returned to HQ.
- Work with regional logistic manager
- 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
- Language - Local language, business communication skill in English
- Customer Oriented, Team Player, excellent communication skills
- Basic knowledge of Word, Excel, and PowerPoint
- Ability to multi-task in a very fast paced 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
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Inside Sales Representative×
Job Description
SolarEdge is a top global leader, manufacturing smart energy solutions. The company's broad range of products encompasses intelligent inverter and storage systems & revolutionary EV charger; by doing that, we are changing the way electricity is being produced and consumed around the world.
You will be responsible for outbound/inbound communications (phone & email) and contacting businesses and prospective/existing clients for the purpose of selling products. Conducts lead generation efforts to create and qualify leads and follows up on prospects.
What will you be doing:
- Cultivate and follow up on business leads.
- Follow up on marketing campaigns
- Obtains names and contact information of potential customers from sales team, inbound inquiries, and purchased lists.
- Identify customer needs and provide appropriate solutions via up sell of additional products and/or services.
- Works closely with distributors.
- Schedule sales appointments for field sales representatives.
- Inter-department communication – develops working relationships with other SolarEdge departments and takes the lead to resolve issues.
- Consistently provides advanced, courteous and professional sales focused assistance to customers.
- Meets activity based metrics.
- Maintaining CRM database with leads and follow up as well as tracking revenue associated with leads.
Requirements:
- Knowledge of sales and marketing principles and strategies
- Electrical Technical Degree, Renewable Energy Degree, a plus!
- 1-3 years relevant experience in inside sales, promotions, telemarketing
- Ability to reach the right person live – decision makers.
- Knowledge of solar industry and related products/services is a plus
- Ability to influence sales through telemarketing efforts
- Excellent communication skills – written & verbal in Italian and English
- Proven track record in sales results from telemarketing experience
- Organizad, details oriented
- Demonstrates high energy, self-motivation and persistence
- Experience working for an international organization – a plus!