Technical Service Engineer, Tier 2 / Technical Account Manager
SolarEdge
Chigasaki Higashi, JP
4 日前

As Tier 2 Support Engineer, you will be responsible to engage in the monitoring and troubleshooting support, supervision and coordination of customers Solar Power Plants.

What will you be doing?

  • Management of general daily on-site issues, reporting and site work deliverables to the Support Manager & Sales Manager
  • Planning and preparation of site work, managing and updating these internally and to the customers
  • Management of, liaison and co-ordination with on-site customer representatives, subcontractors, personnel to ensure all work is performed timely, efficiently, and safely.
  • Ensuring quality, OH&S and environmental requirements
  • 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
  • Participate in team meetings, events, activities and collaboratively work with team member, colleagues and consultants to improve solutions.
  • Manage 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
  • Leading complex escalations and resolution of customer issues (technical and communication aspects).
  • Creating root cause analysis and reports with customer statistics and improvement actions.
  • Requirements

  • Technical / Practical engineering background with preference to one of the following areas :
  • Electronic, Computer, Communications, or Materials
  • Working experience as 2nd level engineer in a technical environment- minimum of 2 years
  • PV business experience : advantage
  • Strong problem solving skills
  • Communication skills
  • IT knowledge
  • Profound & solid technical knowledge
  • Native Japanese, 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 build rapport and establish / keep working
  • relationships with customers, partners, peers and managers.
  • Second class electric work specialist license
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