Customer Support Engineer (Tier 1)
customer support engineer management america technical sales solar energy software residential customer support engineering south korea
February 22, 2023
Hanwha Q CELLS America Inc. (“HQCA”) is headquartered in Irvine, CA, and handles sales for the North American region. It is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the world´s largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. It is headquartered in Seoul, South Korea (Global Executive HQ), Thalheim, Germany (Technology & Innovation HQ), and San Francisco, USA (Energy Storage/Inverter & Software HQ). Through its growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, the company provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Hanwha Q CELLS is a flagship company of Hanwha Group, a FORTUNE Global 500 firm, and a Top 8 business enterprise in South Korea. HQCA recently acquired Geli, a leading developer of Energy Management System software for energy storage, solar, and other renewable resources.
As a Customer Support Engineer at Hanwha Q CELLS America, you will play an instrumental role in the growth of our business, particularly in the customer service, technical support, field application and customer satisfaction areas. The successful candidate will be a key contributor on these topics and responsible – with support from specialists in products, engineering, technology, sales, marketing, and legal - for providing satisfying solutions to customers. The position is based in the SF Bay Area or Irvine California but a remote office may be considered. The successful candidate may travel up to 20% for field troubleshooting or customer support. It will report to the Head of Residential Engineering or an assigned lead.
Answer inbound calls and emails from customers in a prompt and professional manner. Document all information electronically into a contact management software tool.
Troubleshoot customer questions regarding the Qcells line of inverters, battery storage, smart modules, and other residential solar products.
Take ownership of customer satisfaction topics and generate results in a timely manner;
Conduct on-line troubleshooting as needed, either independently or in collaboration with service vendors, and including inverters, batteries and smart PV modules.
Note customer call trends and help develop & document solutions.
Identify technical barriers and escalate to management, as well as engineering teams in products, technologies, and applications;
Identify customer relationship and business barriers and escalate to management, as well as other organizations, including sales, marketing, and legal.
AA or technical degree or equivalent professional training
Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high-pressure tech industry
Experience working with cross-functional teams and individuals of diverse backgrounds
Strong professional integrity and sense of ownership
Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic
Take assignments with a sense of urgency; deliver solutions and results in a timely manner
Excellent communication skills with customers, management, and internal teams
Professional English-language proficiency
Good business acumen; strong understanding of technical issues, customer service, and business relationships
Flexible team player with strong attention to detail, proactive sense of initiative, and responsible working attitude
Physical, Mental, & Physical Demands
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Standing: 20% of time
Sitting: 70% of time
Walking: 10% of time
Pulling: up to 10 Pounds
Pushing: up to 10 Pounds
Carrying: up to 10 Pounds
Lifting: up to 10 Pounds
Agility (F = Frequently, O = Occasionally, N = Never)
Dexterity (F = Frequently, O = Occasionally, N = Never)
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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