Qcells

Compensation

Full Description

Description POSITION DESCRIPTION: As a Customer Support Engineer – Northeast, 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. This position reports to the Head of Residential Engineering or another management personnel that the President of the Company may designate. This position is Remote Based in Northeast Region and working hours are Monday through Friday, from 8:00am to 5:00pm or 9:00am to 6:00pm local time. Overtime and weekend working hours will be required as needed. This position is expected to travel up to 20% for field troubleshooting or customer support. LOCATION: Open to candidates who reside in the Northeast Region, preferably in New Jersey, New York and Rhode Island. RESPONSIBILITIES • Answer inbound calls, tickets and emails from customers in a prompt and professional manner. Document all information electronically into a ticket management software tool. • Troubleshoot customer questions regarding the Qcells line of inverters, battery storage, smart modules, and other residential solar products. • Take ownership of customer satisfaction topics and generate results in a timely manner. • Conduct on-line troubleshooting as needed, either independently or in collaboration with service vendors, and including inverters, batteries and smart PV modules. • Note customer call trends and help develop & document solutions. • 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 • Must live in Northeast region of the United States. • Associate degree, Technical Degree or Equivalent professional training • Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high pressure tech industry • 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 • Excellent 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 • Must be authorized to work in the US Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future. PHYSICAL, MENTAL & ENVIRONMENTAL 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 Dexterity (F = Frequently, O = Occasionally, N = Never) Typing F Handling F Reaching F Agility (F = Frequently, O = Occasionally, N = Never) Turning F Twisting F Bending O Crouching O Balancing N Climbing N Crawling N Kneeling N The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications. • This target salary range is for CA positions only and should not be interpreted as an offer of compensation. You may view your privacy rights by reviewing Qcells' Privacy Policy or by contacting our hqca-recruiting@qcells.com for a copy. Remote About the Company: Qcells