Customer Support Engineer - Energy & Infrastructure Solutions - (Solar PV)

Job #

EE21005

Job Title

Customer Support Engineer – Energy & Infrastructure Solutions (Solar PV)

Office Location

Roanoke, VA

Business/Department

Customer Support Engineering

Sales Territory, if applicable

N/A

General Role Description

Provide warranty engineering, including technical and parts support, for clients and field engineers

Role Accountabilities

• Formulate potential resolutions for clients and field engineers from failure trend information
• Advise clients and Company engineers to resolve on-site issues, providing technical support and troubleshooting process guidance
• Analyze client equipment failures using remote diagnostics tools, when necessary
• Resolve issues at client sites by leading problem-solving efforts of the Company engineering teams, suppliers and clients
• Correct errors of deficiencies in hardware, software or system design through consultation with clients and Company engineers
• Obtain and schedule necessary resources, such as parts and client and field engineering availability, for field change implementation
• Report to the factory any errors of deficiencies in hardware, software or system design discovered from consultation with clients and Company engineers. Implement corrective actions outlined in Field Change Notices as assigned
• Update CRM with appropriate case information to ensure timely and accurate reports
• Track monthly warranty costs for assigned business unit and report to immediate manager
• Prepare Service Advices and issue to clients and field engineers as necessary
• Write and/or review field reports, and issue to clients as requested
• Acquire and maintain current safety qualifications appropriate to the assigned tasks and comply with Company and client safety requirements and good safety practices
• Process warranty replacements, expediting when necessary
• Resolve supplier product failures in a timely and cost-effective manner
• Respond to client issues after regular business hours on rotating phone duty
• Investigate suggested field changes, report problems and recommend solutions to parent company as necessary

General Employee Accountabilities

• Bring full effort to bear on tasks assigned by manager
• Give manager best advice
• Give earliest notice when work cannot be delivered as specified
• Cooperate and collaborate with peers and interact cross-organizationally as specified by manager
• Exemplify Company Core Values: Integrity, Client Focus, Team Orientation, and Personal Commitment
• Comply with all Company policies, practices, and procedures and all regulations and laws
• Recommend viable improvements proactively
• Ensure effective utilization of business tools and processes

Minimum Qualifications

• Bachelor of science in electrical, mechanical, or related engineering field or equivalent via education and/or work experience
• 3 years of field engineering, customer support, development, or testing experience of photovoltaic inverter in the field or laboratory environment
• Knowledge of power conversion and distribution transformers
• Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts
• Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills
• Demonstrated continuous improvement in areas of responsibility
• Proficiency in MS Word, Excel, PowerPoint, Access, Outlook
• Availability to travel, domestically and internationally, approximately 15%, occasionally with limited notice
• Ability to work in all elements, depending on job location, time of year, heat, cold, rain & snow

Preferred Qualifications

• Controls engineering experience
• Low voltage drive engineering experience
• Photovoltaic Inverter power generation experience
• PPC and battery storage experience

Link to TMEIC Corporation website: https://www.tmeic.com/. In order to be considered for a job opening, all applicants must complete an on-line job application, in full, for each job opening. A resume can be attached to the on-line application, but is not considered a substitute for the information in the application. Applications are not accepted for positions not posted. Current job listings, along with our application, can be found on our website. Select “Career Opportunities” on the “Careers” tab of our website. Please, no telephone calls.

EEO/AA/M/F/Vet/Disability Employer