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Customer Support Engineer (Texas)

Q CELLS America
Full-time
Remote
United States
$88,000 - $108,000 USD yearly
Support

About Q CELLS America

Qcells North America, headquartered in Irvine, California, is a premier, fully integrated clean energy provider leading the U.S. market in solar module manufacturing with major facilities in Georgia. As part of the Fortune Global 500 Hanwha Group, they provide high-performance solar cells, modules, energy storage systems (ESS), and turnkey EPC solutions for utility, commercial, and residential markets.

Job Description

As a Customer Support Engineer 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 Texas 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. 

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.
  • Identify customer relationship and business barriers and escalate to management, as well as other organizations, including sales, marketing, and legal.

REQUIRED QUALIFICATIONS

  • Must live in Texas.
  • Associate degree, Technical Degree or Equivalent professional training
  • Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high pressure tech industry
  • Experience working with cross-functional teams and individuals of diverse backgrounds
  • Strong professional integrity and sense of ownership
  • Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic
  • Take assignments with a sense of urgency; deliver solutions and results in a timely manner
  • Excellent communication skills with customers, management, and internal teams
  • Professional English-language proficiency
  • Good business acumen; strong understanding of technical issues, customer service, and business relationships
  • Flexible team-player with a strong attention-to-detail, pro-active sense of initiative, and responsible working attitude
  • Must be authorized to work in the US

PREFERRED QUALIFICATIONS

  • Experience with SalesForce Service a plus.
  • Experience within Residential Solar Industry a plus.
  • Experience with Module Level Power Electronics and Power Line Communications a plus

Q CELLS America Benefits

  • Health benefits including medical, vision, and dental coverage
  • Retirement plan (such as 401(k) with company match)
  • Paid time off including vacation, sick days, and paid holidays
  • Life insurance and disability insurance options
  • Flexible working arrangements or hours in some roles
  • Professional development and career advancement opportunities
  • Additional perks like bonus structures and employee wellness support