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Technical Support Engineer

Date: May 28, 2019

Location: BINAN, LAG, PH, 4024

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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:
 

 

 

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.

 

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
  • 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
  • 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
  • Ability to work in the night shift, weekends, US/PH holidays


Job Segment: Technical Support, Network, Telecom, Telecommunications, Technology

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