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Technical Support Engineer

Date: Nov 1, 2019

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. 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
  • 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 consult with a Team Lead or Technical Support Escalations Engineer to provide an in-depth analysis and bigger 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
  • Ability to work in the night shift, weekends, US/PH holidays

 

Family Description:

TBD


Family Description:

  • Applies intermediate subject matter knowledge, including principles, theories and concepts, to solve a variety of common business issues.
  • Refers particularly complex issues to higher levels for resolution.


    Complexity:

  • Works on moderately complex problems and projects.
  • Engages in situational and/or data analyses requiring the review of multiple factors.


    Teamwork, Collaboration and Influence:

  • Works independently, seeking advice from management and more senior team members when complex situations are encountered.
  • Seeks ways to enhance team and work group performance.
  • Collaborates within and outside area of responsibility.


    Initiative:

  • Proactively seeks to understand technical content and new or unfamiliar delivery mechanisms.
  • Work is reviewed at critical junctures to assure technical quality.


    Creative Thinking and Innovation:

  • Proactively suggests better approaches, processes, or methodologies to optimize project and process outcomes.


    Impact and Results Focus:

  • Delivers quality work on time, proactively addressing and resolving emerging challenges.
  • Assures work products meet client or end user business needs.


    Minimum Education and Experience:

  • Bachelor’s degree and 2+ years of related experience
  • OR equivalent combination of education and years of related experience


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

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