Customer Care Engineer

JOB PURPOSE

• Monitor the solar generation data for C&I customers using Remote Monitoring System (RMS)

• Support field staff in RMS system installation through phone communication or remote access

• Reduce downtime and ensure accurate solar generation is reflected in the RMS system

• Analyse the reasons when system is down or generation is lower and resolve the same.

• Support Line Manager in reporting solar generation results for cases with Generation Guarantees and for those customer who have taken AMC service from the Company

DIMENSIONS

• Ensure that Generation Guarantees are exceeded in all cases or else there are reasons for shortfalls

• Ensure that the down-time for RMS devices is not more than ______ in any case

PRINCIPAL accountability

• • Execution of preventive maintenance & Complaint handling.
• • Provide customer site details to IT department for create the customer database in RMS dashboard.
• • Verifies that daily data generated and RMS dashboard are accurate.
• Communicate via telephone with Field service technicians for solving complaints and to verify RMS is working on real time.
• • Identify and communicate data management issues with line manager.
• Create, maintain and improve standard monitoring parameters used to monitor the solar systems and customize it as required and use the same for trouble shooting purposes
• Identify breakdowns and performance issues which impact energy yield and log the complaint.
• • Responsible for all required repairs, maintenance, and warranty for RMS devices

EXPERIENCE / QUALIFICATIONS REQUIRED

• Diploma In Electronics and Communication Engineering

• Competency in the following computer programming languages: Python, VBA, C#. Experience with other languages such as Java is a plus

• Must have knowledge of Mod bus serial and Ethernet communication. • 2 to 3 years experience in electronics field

• Great interpersonal, oral and written skills are required