Technical Support Specialist

hace 7 días

Mexico City Metropolitan Area Sungrow Power Supply Co., Ltd. A tiempo completo

The Position:

The Technical Support Specialist position is an Mexico City based position that it plays an important role with this rapid growing company. This is a very dynamic and fast-track position reporting to the Service Coordinator. The position will be the key member of service team. This position will also be the initial point of the contact person for customers and partners with commercial, industrial and utility-scale solar and battery plants.

Main activities and Responsibilities:

· Answering customer calls and provide technical and customer support.

· Communicate with customers on the phone and by email to provide a quick resolution of the issues with the goal of "One call resolution".

· Using exceptional listening skills and customer service aptitude in all written and verbal interactions with customers

· Create cases in CRM system and take ownership of cases and communicate professionally with customers via customer portal, email, whatsapp and phone at least daily until case is closed or escalated.

· Documents work continuously throughout the day and provide detailed ticket updates.

· Escalating Ticket to Service Manager or project manager providing the background information to get a solution quickly.

· Handles customer questions, complaints, or technical support enquiries with the highest degree of courtesy along with professionalism.

· Create and approved RMA. Coordinate the shipping of the units or replacements parts in a timely manner with logistics partners or internally.

· Track RMAs and spare parts in the system to achieve 24 to 48hrs to the field.

· Help create internal procedures on repairs on the inverters.

· Create first level failure report for the customer for RMA.

· Maintain failure rates report in the system based on RMAs information.

· Help Scheduling shipments and third parties to the field when is needed.

· A wide variety of other special tasks and projects as assigned.

· Scheduling and resolution of critical cases with the R&D team.

· Control of warranty repair, managing components exchanges.

· Define with the issues are related to internal or external problem, defining it will a warranty attendance or not.

Minimum Requirements:

· Previous experience in customer support preferable in PV products.

· Must possess the ability to work with test equipment and hand tools as required.

· Must possess customer service, problem-solving skills, and possess decision making and analytical skills.

· Must possess effective written and verbal communication skills.

· Must be proficient in Microsoft Office Suite (Word, Excel, power Point and Outlook)

Education or Desired License and Certificates:

· Technical degree in Electrical, Electronics or Mechatronics with equivalent experience.

· English level intermediate or above.

· Solar industry experience is required.

Work Location

· Mexico City, MX

Competencies

· Technical problem solving/analytical skills.

· Self-starter, strong initiatives, and an excellent communicator

· System and product level mindset

· Organization, detailed-oriented nature, and strong initiative.

· Strong technical support focus and a service-oriented individual

***PLEASE SUBMIT YOUR CV IN ENGLISH***

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