OverviewExperteer OverviewIn this role you will provide after-sales technical support for Canadian Solar’s residential energy storage systems, helping customers and installers with troubleshooting, commissioning, and performance analysis. You will collaborate with product management, engineering, and sales to resolve issues and feed back field insights for product improvements. You’ll use PV simulation and monitoring tools to assess system performance and support customer-facing technical activities. This position emphasizes hands-on support, cross-functional coordination, and ensuring high customer satisfaction and service quality.
Responsibilities
- First/second-level technical inquiries handling and warranty-related support
- Coordinate replacements and resolve complaints to maintain customer satisfaction
- Provide customer training and technical webinars
- Support system commissioning, remote diagnostics, and post-installation guidance
- Collaborate with Product Management, Technical Support, and Engineering to resolve escalations and relay customer feedback
- Use PV tools to analyze performance and provide post-installation insights
- Ensure accuracy in SLAs and warranty documentation
- Build relationships with installers, service partners, and end customers
- Support onsite installations/commissioning, travel up to 20%
- Contribute to service-readiness for product rollouts and develop support documentation
- Maintain internal knowledge base for issue resolution
- Gather field feedback for product improvements
- Ensure compliance with codes, safety standards, and certifications
- Advocate for customer-driven improvements internally
Qualifications
- Bachelor in Electrical Engineering or related field; Master’s a plus
- Minimum 3 years in technical customer service, support, or field service in PV/energy storage
- Experience with PV and battery system installation, commissioning, xysqume or diagnostics is advantageous
- Strong analytical and problem-solving skil
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