Technical Support Engineer SME
Req ID : 68924
Do you want to change the world? We do, too.
With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world.
You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space.
SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.
Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value.
We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.
Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products. Our quality and reliability standards far exceed those of any other company in the industry.
In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings.
Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades’ long legacy in setting quality and performance standards.
As we look to the future, we are seeking a world-class Technical Support Engineer SME based in ROHQ, Binan, Philippines.
In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower. Are you ready to change the way our world is powered?
SUMMARY OF ROLE
SunPower is seeking a Technical Support Engineering SME as the central resource in managing brand detractors from the survey, review site and social media platforms.
Technical Support Engineering SME is responsible in complaint management, ensuring that all customer escalations and complaints are managed to excellent professional standards.
Part of the role is to identify and report systemic issues causing complaints to improve processes & share the knowledge with team members & other cross functional teams to reduce the number of repeated issues.
The role requires excellent business correspondence and exceptional conversational skills, advanced analytical skills and consistently comply with defined processes to meet individual and corporate targets.
Percent of Time
Key Accountabilities and Functions
Proficient execution, tracking, reporting on Close-loop Customer Callback process from; Post Installation, 1-year check-in & Issue Resolution Detractor surveys.
Regularly meets with the Customer Experience Director to discuss
feedback & process improvements derived from the survey data analysis.
Professionally acts as an escalation point for customer complaint arising from but not limited to internal and external customers via phone, email, web and, Review & Social Media sites.
This includes Timely management in owning, documenting, tracking & closing (based on the Case Management
Process provisions) complaints.
Proficient cross-functional coordination in sourcing resolution on existing complaint cases to all parties within SunPower and (or) its representatives.
This includes regular engagement with the following key stakeholders ; Tier- 3 Escalations Specialists, Field Service Account Rep & O&M, Sales, Financial
Product Operations & Customer Experience Team.
Efficiently floor walks among the frontline team & provides cohesive and regular feedback to the Escalation Team Lead regarding escalation trends.
This also includes facilitating close loop coaching between frontline leads
and Tier0-1 staff.
Provide flexible support to other team members on an as-needed basis and
any other duties as required that is commensurate with the role
Education and Relevant Experience
Must possess at least a Bachelor's / College Degree in any field
At least 2 years call center experience in a customer service account
At least 1 year experience in an escalation specialist role or any supervisory role
Experience in customer support for North American customer
Job Specific Skills
Exceptional oral and written communication skills
Proficient in MS applications : Outlook, Word, PowerPoint & Visio etc.
Advanced Excel skills
Time management, organizational skills and keen attention to detail
Strong push back handling and renegotiation skills
Efficient de-escalation skills
Strong prioritization and multitasking skills
Strong analytical and problem-solving skills
Proficient data analytics
A proven track record of receiving customer commendations and excellent survey ratings is an advantage
Profile and Personality
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 the extra mile
Customer-oriented, passionate, competitive and highly-motivated
Goal and Results oriented
Willing to work nightshift, weekends and US & PH holidays
Willing to work in Sta. Rosa, Laguna
Do the Right Thing
Diversity at SunPower : Equal Opportunity EmployerSunPower Corporation is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and / or compensation, on the basis of merit.
Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. SunPower's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.
SunPower is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.
Accommodation for ApplicantsSunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.
If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation : jobs sunpower.
com. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.