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)
