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Technical Supp Eng I

Date: Oct 5, 2019

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 7,000 in North America, Europe, Africa, Asia and Australia. 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. The experience we would expect the ideal person to deliver is:
 

TECHNICAL SUPPORT ENGINEER

 

Are you ready to change the future? 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.

 

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.  

 

SunPower and Total, the global energy producer and provider, have announced a transformational investment by Total in SunPower.  The companies have signed a set of strategic agreements to accelerate SunPower’s growth in the increasingly competitive solar sector.  Total’s investment is based on SunPower’s leading position in designing, manufacturing and delivering the world’s highest efficiency, highest reliability solar systems with guaranteed performance.  These agreements will accelerate SunPower’s growth and further improve its financial strength.

 

SunPower is committed to the success of our company, our employees and the communities around the world that need us most.   We support our employees’ commitment to their communities through a culture of volunteerism, and through The SunPower Foundation, which makes grants to green initiatives throughout the world.  As a company, we operate with the highest sustainability standards. 

 

In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower. 

 

SUMMARY OF ROLE

 

SunPower is seeking a Technical Support Engineer for Residential Business Unit.  The Technical Support Engineer provides Tier 1 first line telephone, email, and live chat support to external stakeholders for the company’s range of solar energy products. The Technical Support Engineer reports to the Technical Support Team Lead and caters excellent customer service and problem escalation or resolution support. During problem escalations, the Technical Support Engineer will liaise between the caller and Tier 2 Support.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned):

 

  • 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.
  • 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
  • Attends working sessions with Apps Engineers either onsite or remote
  • Serves as product SME and liaison between Products Engineering and front line teams in GBFS
  • Logs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer
  • Escalates calls as necessary to next level Tier support team members and Team Lead
  • 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
  • Provides training and support to front line teams either onsite or remote meetings
  • 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 and Linux
  • Ability to work any shift, weekends,
     

 

Equal Employment Opportunity

 

It is SunPower’s policy to provide equal employment opportunity to all applicants and employees. SunPower disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state or federal laws.

Equal Employment Opportunity
The Company 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. The Company’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. The Company 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.

EOE Minorities/Females/Protected Veterans/Disabled

SunPower Supports EEO

Accommodation for Applicants to SunPower Corporation
SunPower 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.

 

NOTICE TO ALL APPLICANTS AND EMPLOYEES

Availability of Affirmative Action Plan for Review

 

SunPower is a federal government contractor. As a part of the Company’s obligations under law, it

must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated

Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime

Or Campaign Badge Veterans and for Women and Minorities as specified by law.

 

Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants

and employees, consistent with applicable law, which will be made available during office hours by

contacting the EEO Officer.


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