דרושים Embedded Service Technician ב-Solaredge ב-United States, Roseville

Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.

Duties and Responsibilities:

• Provide high-level technical support and troubleshooting for SEDG product installations.
• Respond to inbound requests and manage chat channels dedicated to your assigned customer account.
• Proactively follow up with customers to ensure full resolution and satisfaction.
• Analyze support trends to recommend improvements in training, tools, and product enhancements.
• Stay up to date on product updates, launches, and known issues to serve as a technical expert for the account.
• Assist in managing RMA processes and customer-facing programs efficiently.
• Participate in customer meetings alongside the TAM and Sales team as needed.
• Maintain and report on account-specific KPIs including case volume, resolution times, and escalations.
• Identify opportunities to reduce support case volume through process improvements.
• Manage open case workload, ensuring prompt and professional communication.
• Use advanced internal support tools to diagnose and resolve complex issues.
• Escalate product trends and issues to the Technical Account Manager.
• Uphold high standards of written and verbal communication across all interactions.
• Travel occasionally to better understand account needs and deliver technical expertise onsite.