ChandlerRecruiter Since 2001
the smart solution for Chandler jobs

Customer Service Engineer

Company: NovaSource Power
Location: Chandler
Posted on: November 22, 2021

Job Description:

Basic Job Functions:
The Customer Service Engineer (CSE) - is the operational interface for external and internal customers in order to support O&M field services and related activities including, but not limited to, warranty management of site related issues and handling of customer inquiries to ensure their concerns are serviced in a method that meets the customer's expectations. The candidate is responsible to achieve maximum customer satisfaction through fast execution of concerns, by following and where needed improving internal processes, standards and guidelines as appropriate. The candidate is furthermore responsible to determine, understand and properly communicate the customer needs to the regional management and escalate whenever necessary to the director level. As a result, the candidate would be responsible to drive proactive process improvements by cross-functional collaboration with other departments. The candidate should possess an exceptional ability to communicate with external & internal stakeholders to understand their issues & ensure timely closure of any open inquiries. The candidate is required to have experience working within a cross-functional environment, possess a "can do" attitude and willing to take-on challenges to ensure customer's expectations achieved.
The position requires interface and interaction with all functional departments:
5-10 years' work experience, preferably in the renewable energy, or field service industries.
3-5 years' experience in a technical environment with field service or related experience
Prior experience in customer service, customer relationship and warranty management
Experience in a photovoltaic or power generating industry preferred
High School Degree required
BS in Business, Engineering, Organizational Development or similar preferred
Required Skills/Competencies:
Demonstrated excellence in customer relationship within a technical environment
Excellent verbal and written communication skills across multiple levels of FS cross functional teams
Demonstrated extensive experience in executing customer concerns or issues to improve the performance of the organization.
Ability to lead a cross-functional team with associates and contractors with minimum supervision
Ability to work and understand all aspects of a technical field service operation with various customers and owners.
Proven problem solving skills
Must be motivated to work independently & with minimal supervision
Must have strong organizational skills
Proficient use of all Microsoft Office suite programs
Fluent English language skills, additional language beneficial
Change oriented and adaptable to changing business situations and priorities.
Essential Responsibilities:
Execute back office activities including but not limited to : Working closely with Account Management to ensure open communication of customer concerns
Ensuring Regional Management is aware of customer concerns or issues immediately

On time execution of all activities and escalating when bottlenecks occur.
Determine, understand and properly communicate customer needs and expectations to all levels of regional management. Communicating to Account Management critical information to ensure they are informed about customer expectations.
Ensure customer's needs are met with the goal to exceed their expectations
Interface with the Account Management team and their peers to ensure all needs and expectations of the customers are clearly communicated.
Proactively drive regular customer communication in order to ensure comprehensive information flow within the region and Account Management.
Coordination, observation and follow-up on customer projects and providing information to internal stakeholders as needed.
Submit, track, and drive completion of warranty claims related to site equipment.
Ability to request, understand & negotiate quotes/rates related to SCO's and other customer requested items not covered under normal contractual items.
Provide business support for solving potential legal disputes before they require legal intervention.
Prepare summary reports and analysis on FS performance at meeting customer expectations.
Ensure compliance with SoX and CAPs for processes within area of responsibility
Analytical approach to work and ability to prioritize and take direction on priorities
In addition, candidate is obligated to accept assignments from his or her manager that may not be included in the job description, but which are related to his or her activity and are necessary in the course of normal business operations
Job description subject to change at any time
Reporting Relationships:
Reports to Regional Plant Manager

Up to 25% travel maybe required per year (domestic & international)

US Physical Requirements:
Hybrid Physical Requirements:
Will sit, stand or walk short distances for up to the entire duration of a shift
Will climb stairs on an occasional basis
Will lift, push or pull up to 27 pounds on an occasional basis
Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis
20/40 vision in each eye, with or without correction, is required
Must be able to comply with all safety standards and procedures
May reach above shoulder heights and below the waist on a frequent basis
May stoop, kneel, or bend, on an occasional basis
Ability to wear personal protective equipment is required (including but not limited to; steel toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards)
All associates working on the production floor may be required to wear a respirator at any given time and thus, the ability to wear a respirator is a condition of employment and continued employment (requires little or no facial hair)

Office Physical Requirements:
All positions in our office require interaction with people and technology while either standing or sitting. In order to best service our customers, internal and external, all associates must be able to communicate face-to-face and on the phone with or without reasonable accommodation. First Solar is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.
Potential candidates will meet the education and experience requirements provided on the above job description and excel in completing the listed responsibilities for this role. All candidates receiving an offer of employment must successfully complete a background check band any other tests that may be required. Equal Opportunity Employer Statement: First Solar is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.


Keywords: NovaSource Power, Chandler , Customer Service Engineer, Hospitality & Tourism , Chandler, Arizona

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest Arizona jobs by following @recnetAZ on Twitter!

Chandler RSS job feeds