20 Customer Support Engineer Jobs in Irvine, CA
Qcells USA Corp. is Hiring a Customer Support Engineer Near Irvine, CA
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 based in the SF Bay Area or Irvine CA and working hours are Monday through Friday, from 8:00am to 5:00pm or 9:00am to 6:00pm local time, remote schedule may be considered. 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.
- 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
- 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
Physical, Mental & Environmental DemandsTo comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing
20% of time
Sitting
70% of time
Walking
10% of time
Strength
Pulling
up to 10 Pounds
Pushing
up to 10 Pounds
Carrying
up to 10 Pounds
Lifting
up to 10 Pounds
Dexterity(F = Frequently, O = Occasionally, N = Never)
Typing
F
Handling
F
Reaching
F
Agility(F = Frequently, O = Occasionally, N = Never)
Turning
F
Twisting
F
Bending
O
Crouching
O
Balancing
N
Climbing
N
Crawling
N
Kneeling
N
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.
- This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
Job Summary
Full Time
$107k-139k (estimate)
08/20/2024
10/02/2024
The job skills required for Customer Support Engineer include Customer Support, Customer Service, Troubleshooting, Problem Solving, Technical Support, Initiative, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Engineer. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Engineer. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Support Engineer positions, which can be used as a reference in future career path planning. As a Customer Support Engineer, it can be promoted into senior positions as a Field Service Engineer III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Engineer. You can explore the career advancement for a Customer Support Engineer below and select your interested title to get hiring information.
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