Customer Service Engineer

About the role

The Customer Service Engineer – Residential Solar is responsible for providing technical support, troubleshooting, after-sales service, and maintenance coordination for residential solar photovoltaic (PV) systems. The role ensures the proper operation and performance of installed solar energy systems while addressing customer concerns and providing technical solutions to improve customer satisfaction.

Key responsibilities

• Provide technical assistance and after-sales support to customers with installed residential solar PV systems.
• Troubleshoot and diagnose issues involving solar panels, inverters, battery storage systems, electrical connections, and solar monitoring applications.
• Conduct or coordinate site inspections, system testing, preventive maintenance, and corrective repairs.
• Monitor solar PV system performance and investigate concerns involving low energy production, inverter errors, and system malfunctions.
• Respond to customer complaints and service requests and provide timely, appropriate technical solutions.
• Coordinate with solar installation teams, electrical engineers, technicians, suppliers, and manufacturers to resolve technical issues.
• Assist in processing warranty claims, replacement requests, and technical service documentation.
• Educate customers on solar system operation, inverter monitoring, battery usage, maintenance requirements, and basic troubleshooting.
• Prepare technical service reports, inspection findings, maintenance records, and customer feedback reports.
• Conduct post-installation follow-ups to verify system performance and customer satisfaction.

About you

• Graduate of Electrical Engineering, Electronics Engineering, Electrical Technology, or a related technical course.
• Experience in the solar energy industry, particularly residential solar PV installation, maintenance, troubleshooting, or after-sales service, is an advantage.
• Knowledge of solar PV systems, grid-tied and hybrid inverters, battery storage, and solar monitoring systems.
• Familiarity with electrical testing instruments and troubleshooting procedures.
• Strong customer service, communication, and problem-solving skills.
• Proficient in preparing technical reports and maintaining service records.
• Willing to conduct customer site visits and travel as required.
• Able to work independently and coordinate with technical and project teams.