SunPower Corporation Technical Support Engineer in Binan, Philippines
Do you want to change the world? We do, too.
The energy market is roughly $4 trillion globally, and solar penetration is less than 1%. But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.
SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.
SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 7,000 in North America, Europe, Africa, Asia and Australia. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.
We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:
Job Title: Technical Support Engineer (TSE)
Department: Market to Order and Customer Care
Directly Reports to: Technical Support Engineer Team Lead
Employment Status: Regular Full-time, PA41
The Technical Support Engineer provides first line telephone, chat and email supports for Residential and Commercial Non-Master Dealers in North-America, Australia, APAC and EMEA regions. He / She has a wide-ranging knowledge in PV System Installation, Troubleshooting, and Maintenance to support various ranges of solar energy products.
Percent of Time
Key Accountabilities and Functions
Receive inquiries, complaints and requests through phone, email, or chat from Residential and Commercial Non-Master Dealers in North-America, Australia, APAC and EMEA regions. Call types are General Inquiry (Warranty Coverage), Service Fulfillment (System/SMS Commissioning), or Negative Feedback (System Issue/RMA).
Log all transactions and interactions into SalesForce and follow-up assigned cases until issues are confirmed resolve.
Fully investigate issues through desktop analysis, refer to troubleshooting guides, follow process flow, and consult with a Team Lead or Product Technical Support Engineer (PTSE) to provide an in-depth analysis and bigger solution.
Any other duties as required that is commensurate with the role.
Education and Relevant Experience
Must possess a Bachelor/College Degree in Engineering, preferably in the field of Electrical, Electronics, Communications, and Mechanical
Have extensive knowledge in PV System Installation, Troubleshooting and Maintenance
Job Specific Skills
Excellent diagnostics capabilities, analytical skills, and able to work in a team and under pressure
Excellent written and verbal communications skills in English
Understanding and awareness of customer needs and willingness to act on the urgency of the requests
Profile and Personality
Technical and analytical thinker
Energetic, smart and assertive, delightful to speak with
Quick learner and can work with minimal supervision
Proactive with a positive can-do attitude, willing to go extra mile
Customer-oriented, passionate, competitive and highly-motivated
Willing to work nightshift, weekends and US/PH holidays
Willing to work in Sta. Rosa, Laguna