The Position:
The Technical Support Specialist focused on centralized generation plays a vital role in our rapidly expanding company. This dynamic and fast-paced position reports directly to the Technical Service Supervisor. As a key member of the service team, the Technical Support Specialist will serve as the primary point of contact for customers and partners involved in commercial, industrial, and utility-scale solar and battery plants.Main Activities and Responsibilities:
Answer customer calls and provide technical and customer support.
Communicate with customers via phone and email to resolve issues quickly, with the goal of achieving “One Call Resolution.”
Focus on GC customer support using the service platform and technical support management.
Use exceptional listening skills and customer service abilities in all written and verbal interactions with customers.
Create cases in the CRM system, take ownership of cases, and maintain professional communication with customers through the customer portal, email, WhatsApp, and phone daily until the case is resolved or escalated.
Continuously document work throughout the day and provide detailed ticket updates.
Escalate tickets to the Service Coordinator and, with necessary, escale to the Service Manager, providing background information to facilitate a quick solution to the customer.
Support in developing the monthly report for GC services;
Handle customer inquiries, complaints, or technical support requests with the highest degree of courtesy and professionalism.
Support in identifying spare-part.
Create and approve RMAs (Return Merchandise Authorization), coordinating the timely shipping of units or replacement parts with logistics partners or internally.
Track RMAs and spare parts in the system to ensure deliveries to the field within 24 to 48 hours.
Assist in creating internal procedures for CG inverters;
Support in creating Kickoff presentations with CG clients;
Participation in meetings with the Chinese quality team and Headquarter, helping to identify and mapping quality problems in Brazilian projects. Generate first-level failure reports for customers regarding RMA processes.
Maintain failure rate reports in the system based on RMA data.
Help schedule shipments and coordinate third-party service providers to the field when necessary.
When necessary, support the COE team by providing project information required for root cause analysis.
Oversee warranty repairs, managing component exchanges.
Determine whether issues are internal or external and assess whether they qualify for warranty service.Minimum Requirements:
Degree in electrical and electronic engineering or equivalent.
Be available to travel.
Driving license category B.
Previous experience in customer support is 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 experiences are required.Work Location
Osasco / SPCompetencies
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***