Job Description
Description POSITION DESCRIPTION: As a Customer Support Engineer - Northeast, at Hanwha Q CELLS America, you will play an instrumental role in the growth of our business, particularly in the customer service, technical support, field application and customer satisfaction areas. The successful candidate will be a key contributor on these topics and responsible - with support from specialists in products, engineering, technology, sales, marketing, and legal - for providing satisfying solutions to customers. This position reports to the Head of Residential Engineering or another management personnel that the President of the Company may designate. This position is Remote Based in Northeast Region and working hours are Monday through Friday, from 8:00am to 5:00pm or 9:00am to 6:00pm local time. Overtime and weekend working hours will be required as needed. This position is expected to travel up to 20% for field troubleshooting or customer support. LOCATION: Open to candidates who reside in the Northeast Region, preferably in New Jersey, New York and Rhode Island. RESPONSIBILITIES Answer inbound calls, tickets and emails from customers in a prompt and professional manner. Document all information electronically into a ticket management software tool. Troubleshoot customer questions regarding the Qcells line of inverters, battery storage, smart modules, and other residential solar products. Take ownership of customer satisfaction topics and generate results in a timely manner. Conduct on-line troubleshooting as needed, either independently or in collaboration with service vendors, and including inverters, batteries and smart PV modules. Note customer call trends and help develop & document solutions. Identify technical barriers and escalate to management, as well as engineering teams in products, technologies, and applications.