Customer Support Engineer

Santa Clara, CA, United States

**Customer Support Engineer**

Remote, USA / Hanwha Q CELLS America Inc Products, Technology, & Innovation - PV Module / Full-time (Remote) Hanwha Q CELLS America Inc. (HQCA) is headquartered in Irvine, CA, and handles sales for the North American region. It is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the worlds largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. It is headquartered in Seoul, South Korea (Global Executive HQ) and Thalheim, Germany (Technology & Innovation HQ). Through its growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, the company provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Hanwha Q CELLS is a flagship company of Hanwha Group, a FORTUNE Global 500 firm, and a Top 8 business enterprise in South Korea. HQCA recently acquired Geli, a leading developer of Energy Management System software for energy storage, solar, and other renewable resources.

**Position Overview**

As a Customer Support Engineer at Hanwha Q CELLS America, you will play an instrumental role in the growth of our business, particularly in the customer service, technical support, field application and customer satisfaction areas. The successful candidate will be a key contributor on these topics and responsible with support from specialists in products, engineering, technology, sales, marketing, and legal - for providing satisfying solutions to customers. Although the position is based in the San Francisco Bay Area of California, the successful candidate may travel up to 20% for field troubleshooting or customer support. It will report to the Vice President of Products, Technology, and Innovation. **Responsibilities**

+ Be the customer-facing and internal focal point of assigned after-sales topics, such as PV systems installation projects, system performance monitoring, customer claims and complaints, failure validation, remedies & solutions, customer satisfaction, data analysis and trending, and internal reporting;

+ Take ownership of customer satisfaction topics and generate results in a timely manner;

+ Conduct on-site troubleshooting as needed, either independently or in collaboration with service vendors, and including PV module or system testing;

+ Evaluate new PV project inspections and O&M technologies, such as drones and robots, customer adoption preferences, and market trends. Brief internal teams on the risks and benefits of such technologies, preferences, and trends;

+ Evaluate and select third-party site inspection tools and service vendors;

+ Identify technical barriers and escalate to management, as well as engineering teams in products, technologies, and applications;

+ Identify customer relationship and business barriers and escalate to management, as well as other organizations, including sales, marketing, and legal.

**Required Qualifications**

+ BS Degree in a Physical Science (Physics, Chemistry) or Engineering (electrical, mechanical, material, chemical, energy, industrial), with at least six (6) years of relevant experience, OR

+ MS Degree in physical sciences and engineering with at least four (4) years of relevant experience

+ Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high pressure tech industry

+ Extensive experience working with cross-functional teams and individuals of diverse backgrounds

+ Strong professional integrity and sense of ownership

+ Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic

+ Take assignments with a sense of urgency; deliver solutions and results in a timely manner

+ Good communication skills with customers, management, and internal teams

+ Professional English-language proficiency

+ Good business acumen; strong understanding of technical issues, customer service, and business relationships

+ Flexible team-player with a strong attention-to-detail, pro-active sense of initiative, and responsible working attitude

+ Ability to travel up to 20% of the time

+ Must be authorized to work in the US

**Preferred Qualifications**

+ **Candidates with experience in at least ONE of the following areas are desirable:**

+ - *PV products, manufacturing, quality, installation, system compatibility (inverters, racking), performance monitoring, Operation & Maintenance, failure analysis, field trouble shooting, customer service*

+ *- Module Level Power Electronics products, manufacturing, quality, installation, system compatibility (inverters, racking), performance monitoring, Operation & Maintenance, failure analysis, field trouble shooting, customer service*

+ **Preferred candidates will possess skills or experience in the following areas:**

+ - *Customer relationship management (CRM) software, e.g., MS Dynamics, Salesforce, etc.*

+ *- Data analytics software tools, e.g., Excel, Tableau, etc.*

+ *- PV simulations tools, e.g., PVsyst, SAM, etc.*

+ *- PV + ESS project tools, e.g., Energy Toolbase, HOMER, etc.*

**Physical, Mental, & Physical Demands**

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements *normally expected* to perform *regular* job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

**Mobility** Standing: 20% of time Sitting: 70% of time Walking: 10% of time

**Strength** Pulling: up to 10 Pounds Pushing: up to 10 Pounds Carrying: up to 10 Pounds Lifting: up to 10 Pounds

**Agility** **(F = Frequently, O = Occasionally, N = Never)** Turning: F Twisting: F Bending: O Crouching: O Balancing: N Climbing: N Crawling: N Kneeling: N

**Dexterity** **(F = Frequently, O = Occasionally, N = Never)** Typing: F Handling: F Reaching: F

*Hanwha Q CELLS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.*

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