Product Support Trainer (m/w/d)

ConnectDER (www.ConnectDER.com) represents the next generation in US-based resource technology product development. Our signature product, the ConnectDER Meter Socket Adapter, dramatically cuts down the cost and interconnection time for solar energy, EV charging, and home battery storage, putting clean, resilient power within reach of millions of homeowners. With a pipeline of exciting innovations, we’re only just getting started on our journey to transform how the world makes and consumes its energy.

We are a dynamic, venture-backed company based in Philadelphia, PA, near Center City, with a team of over 50 dedicated professionals. As we continue to grow rapidly, we are committed to developing cutting-edge products that empower technology partners, installers, electricians, and their customers. We seek talented individuals who can deliver high-quality service and drive the value of clean energy resources forward.

Working at ConnectDER offers a dynamic and exciting start-up environment, where your work can make a real impact in the fast-growing renewable energy industry. You'll work closely with a team that is passionate about renewable energy, and making smart, simple, easy to use solutions. We're hard-working and truly encourage innovation, so there’s a great chance that your ideas can help shape the future of the company. If you're looking for a job opportunity that offers growth, creativity, and a chance to be part of something new and meaningful, ConnectDER is the place for you!

Job Description

ABOUT THE ROLE

Reporting to the Director of Partnerships & Business Development, the Product Support Trainer will serve as the go-to expert for resolving technical issues and providing top notch customer support. As a key player on our sales team, you will lead the charge in educating critical stakeholders such as distributors, installers, partners, and Authorities Having Jurisdiction (AHJs) on the full range of ConnectDER's innovative Meter Socket Adapter products. You will be responsible for maintaining a deep, comprehensive understanding of ConnectDER products, and ensuring that our external partners can confidently navigate and leverage our solutions.

This is a Remote Position, with a 50% travel expectation. This role is open to candidates residing within the USA. Candidates residing in the Midwest Region, or California preferred.

Core Functions/Duties

• Train, educate, and support a wide range of external stakeholders such as solar installers, electric utilities, electrical inspectors, electricians, regulators, and vendor partners on company products.
• Communicate with clients to determine their needs and explain complex issues.
• Serve as second / third tier support for customer inquiries with ability to escalate, resolve, route, and provide reporting.
• Diagnose technical issues and work to resolve them through a variety of means – phone, email, chat, system, etc.
• Recommend process improvements and best practices for product support based on customer feedback.
• Collaborate with others to relay customer concerns and help improve product quality and user experience.
• Conduct in person, virtual, onsite, or as needed training sessions for customers or internal / external parties to enhance their understanding of the products.
• Ensure that customer issues are resolved promptly and satisfactorily to maintain customer satisfaction.
• Perform in-person field support at customer sites as needed to evaluate/assist with defining requirements for field wiring and materials for product compatibility.
• Convert installers into customers, and build relationships with customers such that they become advocates and champions for the products.

Compensation range for this role begins at $$90,000 - $100,000, with OTE of $180,000 - $200,000, reflecting strong earning potential for achieving performance goals + equity

All full-time employees receive access to comprehensive benefits including:

• Health insurance plan - we cover 75% for employees, spouses, and children.
• Flexible paid time off – take the time off that you need.
• 401K with company match – we want to help you meet your future financial goals.
• Equity stock options - your opportunity to share in the success of the company.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

WHO YOU ARE

PASSION – you thrive on creativity and invention and you understand how your work can impact the greater good.

ACCOUNTABILITY – people can count on you to do what you say, to take ownership of your performance, and to work hard to accomplish your goals.

INTEGRITY – you act with sound judgment, honesty, dependability, and consistency.

INCLUSION – you create an environment which fosters authenticity, diversity, innovation, collaboration, and respect.

ENTREPRENEURIAL – you enjoy working in a continuously evolving environment where everyone’s contribution is valued and essential.

MISSION-DRIVEN – you’re excited about renewable energy and you have a passion for clean technology.

WHAT YOU'LL NEED

Required Experience

• A minimum of 5 years of experience in project management, customer support, field operations, construction, or related electrical or manufacturing fields.
• Experience with project and workflow management systems (ex: HubSpot, ClickUp), MS Office Suite, and web-based user dashboards (for customer support and troubleshooting).
• Excellent communication and documentation skills, especially for conveying concepts to customers with a wide range of technical expertise.
• Experience in the energy industry, specifically with PV, EVSE, and BESS.
• Experience working closely with cross-functional teams to support company products and services internally and externally.
• Experience troubleshooting systems, products, electrical designs, etc.

Preferred Experience

• NABCEP certification.
• Working knowledge of relevant industry standards – NEMA, NEC, IEEE, ANSI, UL, etc.
• Electrical contracting experience.
• Electrical License / Master Electrician.

Key Competencies

• Strong executor that can push through obstacles and challenges to get to the finish line while maintaining impeccable quality and integrity.
• Excellent verbal and written communication skills and proven ability to communicate effectively with both technical and non-technical individuals.
• Successful track record for problem solving, idea generation, and program execution.
• An ability to listen - and translate what you are hearing into solutions - for both the customer and the company.

Work Environment/Physical Demands: Must have the ability to work on a computer for extended periods of time with or without accommodation.