Technical Support Representative

3 weeks ago

Houston, United States PVH - PVHardware Full time

We are looking for an Aftersales Support Agent be responsible for customer support requests through, phone, support portal or other means, coordinating with the Customer Operator and any other areas of PVH, the recovery service (Service Recovery ) of the Product in an agile and effective manner, ensuring the efficiency of the Processes to restore the relationship with the claimant, improving their future satisfaction in the face of new claims and achieving business continuity through the prescription of our products for other projects and other clients.

PV Hardware (PVH) is a provider of innovative solar tracking solutions for the global utility-scale solar market, including trackers, fixed structures and SCADA system.

Qualifications:

  • Electronic, industrial or mechanical Associate or Bachelor degree

Experience:

  • 1+ year of experience in commissioning of electromechanical equipment
  • Electricity, electronics or electromechanics engineer
  • Experience as a technician specialized in electricity, electronics or electromechanics.
  • Microsoft Office products.

Responsibilities:

Manage incidents and support requests through the PVH platform, ensuring quality of service, customer satisfaction and process efficiency in order to maintain business continuity by retaining customers and gaining brand advocates.

  • Have direct and proactive dealings with direct (Beneficiary) and indirect (Operator/Maintainer) Clients for; (i) the recovery of the service, (ii) to provide a service or, (iii) generate the opportunity of a sale.
  • Comply with the response times and resolution of incidents and warranty claims agreed in the guarantees and/or contractual service level agreement (SLA) while maintaining the level of service quality established by the After-sales Policy.
  • Verify and validate the information provided by the client on the platform.
  • Train the operation and maintenance personnel in the use of the platform, the diagnosis of the incident and the correction of the supposed defect.
  • Preparation of technical reports or root cause analysis.
  • Monitoring and control of service recovery or inspection actions carried out in the field by own or subcontracted personnel.
  • Comply with and ensure the service and quality standards set by the company.
  • Propose improvements in the management or use of post-sale service tools.

Direct interlocutors:

  • Commissioning & Aftersales technicians
  • Aftersales manager

Our Values:

  • Committed, involved and responsible: We resolve our customer's problems as if they were our own.
  • Committed to excellence: We care for each other as well as the world we live in.
  • Humble but brave: Proud of who we are and what we do, without detracting from anyone.
  • Learning from experience: Experts in what we do, hungry for new challenges, entrepreneurial spirit.

PV Hardware is proud to be an equal opportunity employer. We do not discriminate based on factors such as race, color, religion, gender, national origin, age, disability, or any other protected characteristic. Our commitment is to foster a workplace that values diversity and inclusivity, treating everyone with respect and providing equal chances for professional growth. We invite individuals from all backgrounds to apply for our current job openings and be part of our team.

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