Technical Support Engineer

Do you want to change the world? We do, too.

With almost 40 years of proven experience, TCL ‘s Solar Technologies is a global leader in solar innovation and sustainability, with a rich heritage of pioneering the best renewable energy technologies in the world. You could join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. Our company has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.

Our unique approach emphasizes the seamless integration of advanced products, delivering complete renewable energy solutions and lasting customer value. We are passionately committed to changing how our world is powered, and our legacy of innovation, optimism, perseverance and integrity guides us.

Widely recognized as the world’s standard for solar, TCL produces some of the world’s highest efficiency solar products, selling them under the much revered brand in Europe. Our quality, customer support and warranty standards far exceed those of any other company in the industry.

As we look to the future, we are seeking a Technical Support Engineer based in EMEA

In an industry that is reshaping the world’s energy future, there’s no better place to be than TCL. Are you ready to change the way our world is powered?

The Technical Support Engineer provides Tier 1 first line telephone, email, and live chat support to external stakeholders for the company’s range of solar energy products. The Technical Support Engineer reports to the Technical Team Lead and caters excellent customer service and problem escalation or resolution support.

Responsibilities:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Provides technical support to TCL | SunPower Dealers and Homeowners during and after the installation & commissioning of photovoltaic systems, storage systems, EV chargers, and similar appliances.
Troubleshoots installations via phone, email, and live chat
Logs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer
Escalates calls as necessary to next level Tier support team members
Strives towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators
Performs other functions as may be assigned
Complies at all times with the Environment, Health, Safety, and Quality Standards, Rules and Regulations
Transactions returns/exchanges (RMA’s)
Related Experience & Educational Requirements Required:

Engineering Degree / diploma or similar (preferably Electrical or Electronics)
Work experience in Technical Support or Call Center
Excellent Communication Skills in English + 2 relevant languages of Europe (Italian, Dutch, Spanish)
Excellent diagnostics capabilities, analytical skills, and able to work in a team and under pressure
Excellent skills preparing technical support reports
Understanding and awareness of customer needs and willingness to act on the urgency of the requests
Communication, customer focus, attention to detail, continuous learning, decision making, policies, processes and procedures, product knowledge and quality
Systematic problem-solving, planning, prioritization and goal setting
Proficient in MS Office
Where: remote.

Set alert for similar jobs