Service Engineer – Level 1

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

📋 Description

• The Remote Service Engineer L1 serves as the initial point of contact for installers, distributors, and end customers utilizing our photovoltaic and energy storage solutions.

• Manage inbound technical hotline inquiries, emails, and portal requests in accordance with established response times and service level agreements (SLAs), offering prompt technical assistance to installers and customers.

• Create, document, and monitor support tickets in the service ticketing system until resolution.

• Conduct first-level remote diagnostics of photovoltaic systems, inverters, batteries, communication modules, cabling, and alarm codes.

• Assist installers and distributors remotely with installation, commissioning, operation, firmware updates, and parameter configurations.

• Utilize remote monitoring platforms to analyze system data, alarms, and performance anomalies.

• Escalate complex or unresolved issues to Level 2 support with comprehensive and organized case documentation.

• Record service activities, compile service reports, and relay technical insights and feedback from the field to internal teams.

• Enhance quality assurance by identifying recurring problems, opportunities for product enhancements, and best practices; contribute to the knowledge base including FAQs and troubleshooting guides.

• Aid in the continuous enhancement of technical service processes and customer satisfaction.

⛳️ Requirements

• A technical degree or a bachelor’s degree in Engineering, Electrical Engineering, Renewable Energy, Energy Systems, or a related field.

• At least 2 years of experience in technical support, field service, or the renewable energy industry.

• Solid practical understanding of solar inverters, residential photovoltaic systems, and associated technologies.

• Familiarity with PV cabling, electrical installations, commissioning, fault diagnosis, and alarm analysis.

• Strong analytical, problem-solving, and systematic troubleshooting abilities.

• Outstanding communication, customer service, and interpersonal skills; capable of clearly conveying technical procedures over the phone.

• Ability to work autonomously and remotely while juggling multiple tasks and priorities.

• Proficient with digital tools such as ticketing systems, remote monitoring platforms, and documentation processes.

• Experience and expertise in residential energy storage systems will be a considerable advantage.

🏝️ Benefits

• This is a fully remote hotline-based role; no travel is required.