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
Job Specific Skills
Profile and Personality