Aftersales & Product Engineer - Netherlands
Maxeon Solar Technologies
- Nederland
- Vast
- Voltijds
- Support the delivery, efficiency, and productivity of the field services activity, including providing input on scheduling & prioritization, caseload management and tracking SLA compliance
- Provide field service technicians/electricians with necessary product and software training & evaluate their work
- Follow up on open or unresolved field service cases, actively monitor resolution targets, and support the fulfill field service obligations.
- Tier 3 Technical Issue Escalation Point, interfacing with customers/partners/ vendors/suppliers as the Subject Matter Expert (SME) for issue resolution for battery storage & hybrid string inverters
- Define and implement new aftersales processes and standardize technical issue resolutions, deploying these across the global customer support teams
- Reduce warranty liability costs by engineering & deploying the best cost solutions to solve customer issues
- Improve Customer/Partner health metrics related to technical cases through closed loop learning with vendors and internals stakeholders
- Regularly report statistical data, trends, significant events and milestones
- Work closely with application engineering, training, quality, reliability and customer support teams to ensure high quality products and a world class customer experience
- Complies at all times the Environment, Health and Safety and Quality standards, rules and regulations
- Conduct hands-on failure analysis and forensics on field failures/returns utilizing destructive and nondestructive testing and analytical techniques.
- Perform experiments to re-create failures observed in the field, both in outdoor tests and in lab accelerated tests.
- Provide clear and comprehensive failure analysis reports and present to internal teams responsible for design, manufacturing, quality, installation, and maintenance.
- Provide design teams with recommendations for current and future generation product improvements based on field data analysis.
- Troubleshoot, Investigate, and effectively & efficiently engineer solutions to solve complex customer problems
- BS degree in electrical engineering, energy technologies, or related field.
- 2+ years' experience in an engineering role (solar industry preferred) or 5+ years' experience & MS degree.
- Experience with energy storage products (batteries) &/or inverters is required.
- Hands-on experience with failure analysis and materials characterization techniques (electrical testing and characterization, thermal imaging, root cause analysis).
- Ability to think creatively learn and develop innovative solutions to electro/mechanical challenges involved with photovoltaic installations.
- Experience creating Scopes of Work, troubleshooting or issue resolution guides for maintenance or electrical services as well as troubleshooting
- Experience with ticketing/case management systems including field service functions
- Self-motivated, with the ability to work both independently and with multiple teams.
- Strong communication skills - Customer-facing presentation skills and previous External sales support and client management experience preferred
- Language requirement: English and Dutch
- Must be able to climb stairs and ladders to access rooftop solar sites.
- Electrical & working at heights certification a plus
- Must be able to lift 20kg solar panel.
- Willingness to travel up to 30% domestic and some international (Europe).
- Experience in PV / solar energy ecosystem, including storage and power electronics is a plus