Engineer Customer Service (w/m/d)

At Canadian Solar, our vision is to make lives better by bringing electricity powered by the sun to millions of people worldwide. As a leading manufacturer of solar panels, inverters, and energy storage solutions, we've been an industry front-runner since our founding in 2001. Our commitment to sustainability is reflected in all parts of our organization as we navigate the complexities of a booming industry.

Throughout Canadian Solar's subsidiaries, e-Storage, Recurrent Energy, MSS and CSI Solar Co., we invest in our employees' growth. Our training programs and promotional opportunities ensure we all can continue to learn. We understand the importance of work-life balance and provide various flexible work options to support our employees' well-being. Join our team to "Make the Difference" by creating a lasting positive impact on the world and the communities where we operate.

Main Responsibilities

As we accelerate our energy transition, residential battery storage is the critical missing piece - maximizing solar self consumption, reducing grid independence, and empowering homeowners with clean energy independence.

As an Engineer Customer Service, you will be part of a talented team of engineers who offer in-house advice & support to their colleagues as well as premium service towards our customers.

This position will make use of knowledge and skillsets of solar products and energy storage experience to provide technical support and engage technical sales activities for EP Cube's Energy Storage system. This position will be a direct communication link with sales people, customers, product management and headquarter personnel abroad to assist with needs and support as defined below:

Customer Support & After Sales Service

• 1st level customer contact for all after-sales technical inquiries, troubleshooting and warranty related topics
• Handle customer complaints, coordinate replacements and ensure timely issue resolution to maintain high customer satisfaction
• Conduct customer training and technical webinars related to product usage, maintenance and troubleshooting
• Provide support for system commissioning, remote diagnostics and post-installation guidance
• Collaborate closely with Product Management, Technical Support and Engineering teams to resolve escalated issues and communicate customer feedback
• Use PV simulation and monitoring tools (e.g. PVSys, monitoring platforms) to analyze system performance and provide insights to customers post-installation
• Ensure technical accuracy and customer alignment in SLAs and warranty documentation
• Build & maintain trusted professional relationships with installers, service partners and end customers
• Support onsite installation / commissioning, especially during first time installations (travel required up to 20%)

Product & Process Support

• Support product rollouts from a service-readiness perspective, ensuring documentation and service processes are in place
• Contribute to the development and update of service manuals, FAQs, and technical support documentation in collaboration with Product Management
• Develop and maintain internal knowledge base content for efficient issue resolution by the support team
• Gather field feedback on product reliability, installation challenges, and performance for continuous product improvement
• Ensure compliance with applicable codes, safety standards, and certification requirements in after-sales processes
• Act as the voice of the customer internally, advocating for improvements based on real-world usage and support cases
• Proactive, results-driven with a pragmatic mindset and strong sense of urgency.
• Hands-on approach, down-to-earth mentality, and ability to work autonomously under pressure.
• Excellent interpersonal and communication skills, with the ability to engage effectively across all organizational levels, including executive management in an international environment.

Languages

• English

Location

• Remote from the UK

Your Backpack is Filled With

• Bachelor's degree in Electrical Engineering or a related technical field; Master's degree is a plus
• Minimum 3 years of experience in technical customer service, technical support, or field service - ideally in the PV or energy storage sector
• Practical experience with PV and battery system installation, commissioning, or diagnostics is a strong asset
• Strong analytical and technical problem-solving skills
• Ability to explain complex technical topics in a clear and customer-friendly manner
• Familiarity with PV system design tools, monitoring platforms, and remote troubleshooting methodologies
• High customer orientation with excellent communication skills across various customer types (installers, homeowners, O&M providers)
• Valid driver's license required
• Fluent English, additional languages are a plus

What We Offer

• The atmosphere: A modern work environment, brimming with positive energy, healthy growth, and diverse teams
• Additional benefits: Attractive salary package, including company benefits such as jobrad, subsidies for childcare and more
• Balance: Hybrid work (working from home/at the office), flexible hours, and 28 days of vacation, as well as days off for special occasions
• Prospects: Individual professional development programs, training, and workshops
• Opportunities to influence the way we work: The freedom to contribute your own ideas and play a key role in shaping the future of our company
• Sustainability: Efforts include our zero waste office program, systematic recycling, bee keeping, planting trees and regular beach clean-ups
• Our rationale: Solar energy as a sustainable energy source, enabling the world to switch to clean, renewable energy