Field Service Technician (Western US)

Job Description

The mission of sonnen’s technical support team is to ensure every customer has an excellent experience by solving problems, educating customer, and helping to maintain the quality of sonnen’s products and of our partners’ and customers’ experience.  

The Field Service Technician supports this mission in an important way by providing hands-on support in the field for sonnen products at our customers installation locations. Field Service Technicians are technical and troubleshooting experts for the sonnen product and typical sonnen installations. They are knowledgeable about installation best practices, troubleshooting and repair best practices, and deeply understand the sonnen product and how it integrates into the renewable energy system and built environment. Field Service Technicians work with a “closed loop” service strategy, taking complete ownership of cases and customers who are assigned to them, and not closing cases until the problem is completely resolved, and the customer is satisfied. This is a heavy travel position, with up to 80% of your time spent in the field.

 Minimum Qualifications

• 3 years of technical product experience within solar, electronics, or technology industries
• Strong oral and written skills and interpersonal communication skills 
• Direct, hands-on experience working with power electronics and or electrical installations highly preferred
• Working electrical knowledge and understanding of low voltage, AC/DC systems, and split-phase electrical power
• "Problem Solver" mentality. Someone who loves to understand and resolve difficult problems
• Highly organized with the ability to clearly organize thoughts, schedules, reports, and databases
• Track record of providing superior customer service and a demonstrated passion for a “customer resolution ownership” mindset
• Ability to understand complicated technical information and communicate such information to non-experts.
• Enthusiasm, creativity, and a desire to learn
• Intelligent, accountable, and self-assured mentality with a strong work ethic.

Preferred Qualifications:

• Bachelor's degree in a technical related field
• Experience in solar/battery storage industry
• Bi-lingual English/ Spanish speaking skills 
• Familiarity with Salesforce or like CRM systems
• Strong interests in technology, renewable energy and energy storage 

 Key Responsibilities

• Travel to sites within the United States to provide onsite training, installation support, or troubleshooting/repair support
• Resolve technical cases escalated by 1^st and 2^nd level service technicians, taking full ownership of these cases, and using all available tools to solve problems and maintain happy customers
• Answer incoming phone calls and emails from customers when available and support the inside service staff, guiding them to resolve issues
• Maintain relationships with the Engineering and 3^rd Level Global Service team to ensure growing product expertise
• Utilize Salesforce to document all relevant call, email, and onsite support activity

 Position Key Results and KPIs include:

• Key Result: Resolve assigned cases by providing onsite support in a timely manner
  1. KPI: Time to Close, number of cases closed per month, reopen rate for closed cases
• Key Result: Provide onsite training and installation support to sonnen partners 
  1. KPI: Customer feedback, number of trainings completed per month, number of cases closed per month per partner