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
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
Candidate must be willing to work in Laguna Technopark, Binan Laguna
Candidate must be legally entitled to work and reside in the Philippines
Candidate must be willing to render overtime as business requires
Candidate must be willing to render overtime as business requires ( weekends, US / PH holidays)
Candidate must be flexible to work on a night shift schedule supporting North America region