Technical Support Engineer solar or adjacent industry

Technical Support Engineer - Solar

Location: EMEA (Based in EMEA)

Company: TCL SunPower Global

Job Reference: 88e6a9a0388660bc5e5025c8ec85932d

Responsibilities

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first‑line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Provides technical support to TCL | SunPower dealers and homeowners during and after the installation & commissioning of photovoltaic systems, storage systems, EV chargers, and similar appliances.
• Troubleshoots installations via phone, email, and live chat.
• Logs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the dealer.
• Escalates calls as necessary to next‑level Tier support team members.
• Strives toward meeting group and individual metrics and targets, including phone response, first‑call resolution, customer complaints, and individual quarterly key performance indicators.
• Performs other functions as may be assigned.
• Complies at all times with the Environment, Health, Safety, and Quality Standards, Rules and Regulations.
• Handles transaction returns/exchanges (RMAs).

Qualifications

• Engineering degree/diploma or equivalent (preferably Electrical or Electronics).
• Work experience in technical support or call centre.
• Excellent communication skills in English and at least two relevant European languages (Italian, Dutch, Spanish).
• Excellent diagnostic capabilities, analytical skills, and ability to work in a team and under pressure.
• Excellent skills preparing technical support reports.
• Understanding and awareness of customer needs and willingness to act on the urgency of requests.
• Strong communication, customer focus, attention to detail, continuous learning, decision making, adherence to policies, processes, and procedures, product knowledge and quality.
• Systematic problem‑solving, planning, prioritization, and goal‑setting abilities.

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