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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.
  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
  • 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