Technical Service Representative

The mission of sonnen’s technical support team is to ensure every customer has an excellent experience by solving problems, educating customer, and helping to improve the quality of sonnen’s products and of our partners’ and customers’ experience.

The Technical Service Representative is directly involved with the success of this mission and ensures its success by supporting sonnen customers by proactively solving technical problems, addressing inbound calls, and resolving technical issues. The Technical Service Representative is a technical position that understands the sonnen product, typical sonnen installations, and PV systems, and is skilled at troubleshooting sites remotely to find and solve problems. This is a technical role, often filled by employees with previous technical experience in the solar or energy storage field, or by promotion from the Customer Service Representative career path. This position is the first technical role in a strong career path within the technical service team, with advancement potential to Level 2 Technical Service Representative, Applications Engineer, Field Service, or Service Management.

Key Responsibilities

• Answer inbound calls and emailswith the goal of resolvingtechnical problemswith the operation of thesonnenproduct, solvingsonnenproblemsandidentifyingproblems that originate outside of thesonnen
• Supportpartners onscheduledtechnical troubleshootingappointments 
• Support partnersbypre-emptivelyservicingproductswhenever a technical problem isidentified. 
• UseSalesforceto documentallrelevantcall,email, and caseactivityto ensure proper data capture.
• UseSalesforce to escalate cases toTech Support Specialists, Level 2 Tech Support, and Field Servicewhenthey can no longer be moved forward by servicetechnicians
• Continually improve understanding of technical information,with the goal ofbecoming a product expert

Skills and Qualifications

• 1-3 yearstechnical or customer support experience
• Excellent telephone and Microsoft Office Suite experience
• Strong oral and written skills and interpersonal communication skills
• Highly organized with the ability to clearly organize thoughts, schedules, reports, and databases.
• Strong interests in technology, renewable energy, and/or energy storage are highly beneficial.
• Ability to understand technical information and communicate such information to non-experts.
• Enthusiasm, creativity, and a desire tolearn
• Intelligent, accountable, and self-assured mentality with astrong work ethic.
• Bi-lingual English/ Spanish speaking skills arerequired.
• Electrical experience is a huge plus.