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.
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
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