Technical Customer Service Specialist

Job Description

Support clients related to Latin American projects in issues related to technical support challenges, recommend solutions to technical issues and meet their needs in purchasing additional parts and services. Support and perform critical analysis of tracker performance and warranty claims, as well as support the shipment of replacement equipment if the defect is proven and maintain, support external and internal clients regarding the configuration and communication of Nextracker equipment. Support and monitor warranty rework activities in projects, in order to ensure client satisfaction within current technical standards and norms, deadlines, costs and agreed requirements.

Roles & Responsibilities

• Critically analyze the activities under your responsibility, with regard to scope, negotiated deadlines and other information aimed at meeting customer requirements, in order to ensure service and good relationships;
• Monitor and evaluate planned and achieved goals, implementing action plans to maintain excellence in service;
• Operational problem diagnosis through comprehensive data analysis and close collaboration with the technical services team to ensure tracker performance and reliability.
• Hold meetings with clients in order to present all requested information for clarification;
• Create and update instruction and maintenance manuals, help guides and other support materials;
• Conduct training for internal and external customers remotely and in person;
• Support the preparation of quotations, schedules, action planning, as well as monitor and evaluate the progress of warranty rework programs;
• Monitor, define and maintain the warranty inventory and provide technical support regarding the replacement of parts;
• Perform activities for the replacement and shipping of parts, whether under warranty or extra sales, in accordance with each contract and its shipping terms, as well as support the logistics, materials and customer teams in these processes;
• Critically analyze defects/failures reported by customers and support all customer needs, whether remotely or in person;
• Monitor performance indicators (KPIs) of your activities and evaluate opportunities or alternatives that allow improvements in processes.

Education and Experience Requirements

• Bachelor's degree in electrical or energy engineering
• Advanced English
• Office Package: MS Visio, MS Project, and MS Power BI.
• PVsyst
• Experience in performance engineering of large-scale photovoltaic plants, including operational data analysis (extraction and analysis of SCADA monitoring system data to update modeling assumptions and evaluate operational performance).
• Knowledge in photovoltaic system modeling and simulation (performing simulations in PVsyst), including the use of various meteorological databases for projects.
• Understanding of solar positioning algorithms.

Desirable

• Spanish
• Knowledge of various physical models, such as transposition models (including P??rez), with a solid understanding of bifacial modeling and albedo assessment.
• Experience with regression and statistical models, including correction of measured data using satellite data.
• Experience with detailed energy production assessment.
• Desirable knowledge in optical and electrical modeling of photovoltaic materials and devices.
• Expertise in uncertainty analysis and energy yield assessment.
• Ongoing monitoring and maintenance of technical knowledge on photovoltaic system design.
• Familiarity with international performance testing standards, such as IEC 61724.