Engineer, Customer Service – f/m/d

This is a fully remote position, open to applicants in Italy.

📋 Description

• Act as the primary point of contact for customers regarding after-sales technical inquiries, troubleshooting, and warranty-related issues.

• Address customer complaints, coordinate replacement processes, and ensure prompt resolution of issues.

• Facilitate customer training sessions and technical webinars on product usage, maintenance, and troubleshooting techniques.

• Assist with system commissioning, remote diagnostics, and provide guidance post-installation.

• Collaborate with Product Management, Technical Support, and Engineering teams on escalated matters.

• Utilize PV simulation and monitoring tools to assess system performance and deliver insights following installation.

• Ensure technical precision and customer alignment in service-level agreements and warranty documents.

• Foster and maintain relationships with installers, service partners, and end-users.

• Support onsite installations and commissioning, particularly for first-time setups; travel may be required up to 20% of the time.

• Contribute to product rollouts from a service-readiness viewpoint.

• Create and revise service manuals, FAQs, technical support documents, and content for the internal knowledge base.

• Collect field feedback to facilitate ongoing product enhancement.

• Ensure compliance with relevant codes, safety standards, and certification requirements.

• Advocate for necessary improvements based on customer interactions and support cases.

⛳️ Requirements

• Bachelor’s degree in Electrical Engineering or a related technical discipline; a Master’s degree is advantageous.

• At least 3 years of experience in technical customer service, technical support, or field service, preferably within the PV or energy storage sectors.

• Hands-on experience with the installation, commissioning, or diagnostics of PV and battery systems is highly beneficial.

• Strong analytical abilities and technical problem-solving skills.

• Capability to communicate complex technical information clearly and in a manner that is accessible to customers.

• Knowledge of PV system design tools, monitoring platforms, and remote troubleshooting techniques.

• Exceptional communication skills when interacting with installers, homeowners, and O&M providers.

• A valid driver's license is required.

• Proficiency in English and Italian; knowledge of additional languages is an advantage.

• Curriculum Vitae must be submitted in English.

🏝️ Benefits

• Access to training programs and opportunities for advancement.

• A variety of flexible work options designed to promote employee well-being.

• Support for maintaining a healthy work-life balance.