Technical Customer Support Specialist

Location: Phoenix, Arizona USA

LoB / Function: Service

Local Org Unit: Service
Reporting Line: CIC/CRM Manager

Employment Contract Type: Permanent/Full-Time

Education: BS in Electrical Engineering or Associates in Electronics with applicable experience

ACTIVITIES

• Provide high level technical support to FIMERcustomers for monitoring products (various makes/models) including data loggers, weather stations, meters, logging equipment, smart combiner boxes, sub-array DC monitors

• Troubleshoot solar monitoring platforms and create trouble tickets for software issues

• Perform in-depth troubleshooting on solar inverter products including micro inverters, single phase string inverters, three phase string inverters, and three phase central inverters

• Remotely interface, troubleshoot, diagnose and repair customer equipment supporting end customers, installer partners and FIMER Field Service Engineers.

• Ensure that the Salesforce database (case management system) is maintained to an accurate and excellent standard, documenting and tracking all customer calls.

• Monitor multiple case queues in business system and follow up accordingly with customers

• Assist FIMER personnel with solar monitoring and inverter troubleshooting

• Dispatch to the field (rarely)