Senior Advanced Technical Support Engineer
Sunpower
Binan, LAG, PH
4d ago

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 2,000 in North America and the Philippines.

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.

SUMMARY OF ROLE

SunPower is seeking a Senior Technical Support Engineer for Residential Business Unit. The Senior Technical Support Engineer provides first line telephone, email, and live chat support to external stakeholders for the company’s range of solar energy products.

The Senior Technical Support Engineer reports to the Technical Support Team Lead and caters excellent customer service and problem escalation or resolution support

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro / mechanical equipment, computer systems, complex software, or networked and / or wireless systems.
  • Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
  • Reports design, reliability and maintenance problems or bugs to Design Engineering / Software Engineering.
  • Fully investigates issues through desktop analysis, refer to troubleshooting guides, follows process flow, and escalates to next level as needed to provide an in-depth analysis and better solution.
  • May be involved in customer installation and training.
  • Provides support to customers / users where the product is highly technical or sophisticated in nature.
  • Provides technical support to SunPower Dealers and Homeowners during and after the installation of photovoltaic systems.
  • Troubleshoots photovoltaic installations via phone, email, and live chat.
  • Logs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer.
  • Strives towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators.
  • Performs other functions as may be assigned by the Supervisor.
  • Complies at all times with the Environment, Health, Safety, and Quality Standards, Rules and Regulations.
  • RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS

    Minimum requirements

  • Graduate of Bachelor of Science in Engineering (preferably Electrical or Electronics or Mechanical).
  • Work experience in Technical Support or Call Center.
  • Excellent Communication Skills in English.
  • Excellent diagnostics capabilities, analytical skills, and able to work in a team and under pressure.
  • Excellent skills preparing technical support reports.
  • Understanding and awareness of customer needs and willingness to act on the urgency of the requests.
  • Communication, customer focus, attention to detail, continuous learning, decision making, policies, processes and procedures, product knowledge and quality.
  • Systematic problem-solving, planning, prioritization and goal setting.
  • Proficient in MS Office.
  • OTHER PERTINENT INFORMATION

  • Location : ROHQ
  • This is an FTE position
  • Applicants must be willing to work in Laguna Technopark, Binan Laguna
  • Candidate must be legally entitled to work and reside in the Philippines
  • Applicants must be willing to render overtime as business requires (weekends, US / PH holidays)
  • Applicants must be flexible to work on a night shift schedule supporting North America region
  • Tool of Trade : Laptop / Desktop, Extended Monitor, Headset (as needed)
  • Job Grade : PA.42
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