Support Technician

Description

The Support Technician should be responsible to provide Aftersales support for Brazil, working from home. He is responsible for providing remote support, technical training for partners and on-site service when necessary. Should be available for business trips and understand the electric and photovoltaic standards and requirements from the related country.

Responsibilities

• Handle general inquires for technical support and after sales related activities;

• Training partners to provide daily technical support to customers over phone line, email, or face to face;

• Solve / handle technical escalations from the customers;

• Provide technical advice for local distributors, installers and end users;

• Provide minor on-site inspection, commissioning, troubleshooting and replacement of defectives products, with appointments of customers in advance;

• Keep track of in-out of replacements units

• Perform firmware upgrading and minor reworks in hardware locally when necessary;

• Maintain frequent communication with management staff in Brazil;

• Maintain a good communication with Level 2 engineers based in HQ office;

• Attend exhibitions and marketing events and introduce products and solutions;

• Submit the related reports and documents to supervisor every week.

Required Skills

• Intermediate English for speaking and writing

• Technical degree in electricity, Photovoltaics, Renewable Energy or other comparable course;

• Advanced knowledge of PV Inverters (on-grid and storage);

• At least 1 year of experience with PV inverters;

• Experience with DG (Distributed Generation);

• Basic knowledge in sizing electrical circuits, PV arrangement, protection circuits, and interpretation of electrical diagrams;

• Knowledge about brazilian regulation on PV

• MS Office.

Optional Skills (If you have them, it’s a Plus)

• Spanish speaking;

• Experience with PV Large Utility-Scale;

• Experience with lead-acid and lithium batteries for PV storage systems;

• Zendesk experience

Attributions

• Excellent organization skills with the ability to quickly assess priorities;

• International mindset for a multi-cultural environment;

• Proactivity, sense of urgency, team work;

• Independence (work without direct supervision);

• Availability for business trips in Brazil.