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Rma Specialist Technical Support

Company

Canadian Solar
Address , Walnut Creek, 94597, Ca
Employment type FULL_TIME
Salary
Expires 2023-06-27
Posted at 1 year ago
Job Description
About Us
Canadian Solar Inc. (NASDAQ: CSIQ) is a vertically integrated manufacturer of solar cells, modules, and custom-designed solar power applications. Canadian Solar’s world-class team of professionals works closely with our customers to provide them with solutions for all their solar needs. Founded in 2001, Canadian Solar is one of the world’s fastest-growing companies in the solar industry and has been listed on the NASDAQ since November 2006.

Location
Our Walnut Creek, CA office is conveniently located near public transportation (BART), is ideally situated for bicycle commuters, there's plenty of free parking, and an abundance of eateries in the surrounding area. Hybrid Work Situation.

Position Summary
The RMA Specialist Technical Support will be responsible for providing coordination and on-going technical services for Canadian Solar’s Module and inverter solutions. Additionally, this role will act as the main contact between the Customers, Installers, Canadian Solar’s OEM, as well as with Canadian Solar Headquarters’ Technical Services personnel.
  • Manage case communications and solutions for internal and external requests for support.
  • Works closely with internal manufacturer/product team.
  • Create, validate, and manage RMAs throughout entire workflow.
  • Supports Technical Services Department with other duties as needed.
  • Help improve customer experience through bettering internal support systems and turnaround times on requests.
  • Communicate product feedback and methods of improvement to manager and product teams.
  • Proactive team member in finding ways to develop and deliver.
  • Focus efforts to improve operations, decrease turnaround times, streamline work processes, and work collaboratively to provide quality seamless customer service.

Qualification & Requirements
  • Strategic thinker, excellent collaboration and communication skills, careful attention to detail.
  • Experience, tact, and comfort with consumer and installer customer service/support.
  • Proven leadership role/s and management skills.
  • Ability to travel up to 5% of the time; some travel maybe required to remote locations.
  • Familiarity with NEC 2020, electrical safety, and residential PV installation.
  • 2+ years of with RMA transactions and process handling. Technical support: hands on field service and install experience in residential electrical or solar systems highly preferred.
  • Continuous improvement of complex systems of people and process.
  • Demonstrated failure analysis experience and structured problem-solving experience.
  • Strong communication skills. Must have the ability to build rapport with people at all levels.
  • Excellent written and verbal skills, emphasis on technical and industry terminology.
  • Ability to balance business and technical risks while remaining compliant with internal systems.
  • Negotiation and dispute resolution skills
  • Experience with Salesforce & Zendesk a plus.
  • Ability to work cross-functionally and culturally.
  • Ability to effectively communicate technical troubleshooting and installation tasks.
  • Spanish proficiency is a plus.

Compensation & Benefits
Canadian Solar offers a competitive salary plus fully comprehensive benefits and performance bonus package based on an annual objective achievement. Our generous benefits package includes a 401(k) Retirement Plan, medical/dental/life/disability program, PTO and sick days.

Canadian Solar Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.