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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.

 

 

Job Responsibilities

 

 

 

Percent of Time

Key Accountabilities and Functions

30%

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.

30%

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.

20%

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.

10%

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.

10%

Provide flexible support to other team members on an as-needed basis and

any other duties as required that is commensurate with the role

 

 

Job Requirements

 

 

 

Requirements

Details

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

Others

  • Willing to work nightshift, weekends and US & PH holidays
  • Willing to work in Sta. Rosa, Laguna

 

 

 

SunPower Values

  • Put Customers First
  • Win Together
  • Lead Decisively
  • Innovate Relentlessly
  • Do the Right Thing


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