Customer Service Representative for Solar Energy Solutions

6 days ago

Houston, Texas, United States Sungrow Power Supply Co., Ltd. Full time

About Sungrow Power Supply Co., Ltd.

Sungrow, a leading provider of PV inverter and ESS solutions, is seeking an experienced RMA Specialist to join its team. With 515 GW of power electronic converters installed worldwide, Sungrow offers a broad product portfolio catering to utility-scale, commercial & industrial, and residential applications.

Role Overview

This dynamic role plays a crucial part in Sungrow's rapid growth, reporting directly to the Service Manager. As the initial point of contact for customers and partners with commercial, industrial, and utility-scale solar and battery plants, you will be responsible for providing technical support and resolving issues efficiently.

Duties and Responsibilities

  • Respond to customer inquiries via phone and email, ensuring 'One call resolution' within agreed-upon timelines.
  • Utilize exceptional listening skills and customer service aptitude in all interactions.
  • Create cases in the CRM system, communicate professionally with customers through the customer portal, email, and phone daily until case closure or escalation.
  • Document work continuously and provide detailed ticket updates.
  • Evaluate tickets for escalation to the Service Manager or project manager, providing background information for swift resolution.
  • Maintain high levels of courtesy and professionalism while handling customer queries, complaints, or technical support requests.
  • Process and approve Returns Merchandise Authorization (RMA).
  • Coordinate timely shipping of units or replacement parts with logistics partners or internally.
  • Monitor RMAs and spare parts in the system to achieve 24 to 48 hours delivery to the field.
  • Contribute to creating internal procedures for repairs on inverters.
  • Prepare first-level failure reports for customers during RMA processing.
  • Update the failure rate report in the system based on RMA data.
  • Collaborate with teams to schedule shipments and third-party services when required.

Requirements

  • A minimum of 5-6 years of experience in field service, preferably in the solar industry.
  • The ability to work with test equipment and hand tools as needed.
  • Exceptional customer service, problem-solving, decision-making, and analytical skills.
  • Effective written and verbal communication skills.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Compensation

We offer a competitive salary commensurate with experience, ranging from $60,000 to $80,000 annually, plus a comprehensive benefits package and opportunities for personal and company growth. Please note that this estimate is based on the expected base salary for this role, excluding any additional compensation components or other benefits you may be eligible for.

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