Field Service Engineer – Midwest

~ SolarEdge is a NASDAQ-listed, global leader in high-performance smart energy technology, with millions of products installed in over 133 countries. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we create smart energy products and solutions that power our lives and drive future progress. ~

Position Overview

SolarEdge is seeking a Field Service Engineer, Midwest. The Field Service Engineer is responsible for providing on site customer support for SolarEdge products installed in the field. The primary scope of the technical support is to provide response to the customer regarding the proper operation of SolarEdge products for the customer's application and intended use.

Requisition ID: 1013

Duties and Responsibilities

• Develop solutions to problems that range from simple product troubleshooting to complex integration and interface scenarios.
• Maintain extensive and constant engagement with installers and end user customers with the goal to grow relationships, provide training and better the SolarEdge brand.
• Support Customer Service, Sales and Marketing in their activities to identify and develop business opportunities.
• Advise customers concerning equipment operation, maintenance, or programming.
• 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 pre-sales information about SolarEdge’s products.
• Reinstall software programs or adjust settings on existing software to fix machine malfunctions.
• Travel to distributors, installers or end user customers to provide service or provide emergency repair service.
• 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 Salesforce and other database software platforms.
• Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.
• Ability to read and interpret schematics with a good understanding of high voltage and measurement equipment.
• Ability to communicate distinctly and effectively in English using proper grammar to effectively answer all customer inquiries promptly and accurately.
• General understanding of Microsoft Office products and the ability to adapt to other computer systems quickly and utilize them efficiently while on the phone with a caller.
• Demonstrated ability to promote teamwork and build enduring relationships.

Qualifications

Job Requirements:

• Preferred BSEE, BSME or equivalent (including practical experience with large scale distributed solar installations). Minimum of an Associate's degree Power Electronics, Renewable Electrical Systems, and electro-technical field or other electrical concepts training.
• Strong knowledge of NEC and PV system regulatory codes for PV installations, including but not limited to the National Electrical Code, NEC 690, PV Power System installation, UL1741, IEE1547, for the interconnection of distributed resources with power systems, FERC661, etc. Exceptional listening and questioning skills.
• Basic understanding of IP network technology would be helpful.
• Strong electrical and electronic troubleshooting skills.
• 2+ years of hands-on experience in a Technical role, including 1 year that is a customer facing role.
• At least two years of experience in a professional customer service, technical helpline, or remote support profession.
• This is a remote position requiring significant travel. Local travel and distance, must be able to travel greater than 50%.
• Must be flexible for all shifts - 24 hours a day, 7 days a week service as required.
• Excellent customer service and interpersonal skills. Must be able to deal with customers under stressful and sometimes adverse conditions.
• Outstanding verbal and written communications skills.
• Ability to multi-task in a very fast-paced environment.
• Technical knowledge of SolarEdge products and related applications is a plus.
• Familiarity with competitive products is a plus.
• US and international travel required.