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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.
Work with regional logistic manager
Work with relevant POC at HQ
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
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