Description POSITION DESCRIPTION: The Field Application Engineer (FAE) is responsible for supporting customers in all aspects of technical marketing activities and providing post-sales solutions to enhance customer satisfaction and ensure optimal system performance. This role combines technical expertise, problem-solving, and customer interaction to address customer needs at all stages of the product lifecycle. FAE staff are considered technical staff that support ESS, AC modules, and product improvements. The position requires up to 50% travel for business engagements, remote customer support, field troubleshooting, training, and post-sales support. This position reports to the Director of Field Applications or another senior member of management.
LOCATION: Open to candidates who reside in the Northeast Region, preferably in New Jersey, New York and Rhode Island.
RESPONSIBILITIES System Design and Training: - Support solar system design by interpreting schematics and applying knowledge of low/high voltage systems, electronics, and network devices.
- Train installation companies on Qcells products and provide ongoing support to ensure proper system integration.
- Work closely with the sales team to coordinate and communicate training schedules and resolve installation challenges effectively.
Provide technical support/customer support to channel partners: - Engagement with distributors and installers for training purposes.
- Answer calls and e-mails from customers in a prompt timeline with proper knowledge, and document all information for tracking.
- Determine and resolve system issues pertaining to ESS and AC module products.
- Travel to the customer/end-user to provide service or provide emergency repair service
- Troubleshoot inverter ESS systems and provide advanced support to customer service team.
Provide Post-Sales Solution Engineering: - Serve as a key technical resource to resolve post-installation issues, including system performance optimization, firmware updates, or system reconfiguration.
- Develop and implement tailored solutions for complex integration and interface scenarios to meet customer needs.
- Partner with customers to analyze and address system performance issues, including conducting root-cause analysis and proposing innovative solutions.
- Act as a liaison between customers and internal engineering teams to communicate post-sales issues and influence product improvements.
- Create and maintain detailed documentation of solutions provided, best practices, and customer feedback to improve future service delivery.
- Collaborate with the Director of Field Applications, and report voice of customer (VOC) preferences (e.g., product features, hardware, software, services, etc.), use cases, and competitor landscape.
REQUIRED QUALIFICATIONS- AA or technical degree or equivalent professional training.
- Demonstrated successful experience with residential solar applications and customer service.
- Five years of experience in a customer support position, technical helpline, technical sales and/or remote support services related to the solar industry.
- Demonstrated expertise in the solar industry with five years of solar industry experience is required.
- Experienced with solar electric products and the National Electric Code (NEC)
- Basic understanding of IP network.
- Flexible team player with attention to detail and responsible working attitude. Ability to mentor and train junior-level members of the team.
- Ability to communicate with a variety of audiences, including customers, engineers, sales reps, and suppliers.
- Strong sense of ownership on assigned tasks.
- Can-do mentality, proactive working attitude. and hands-on approach.
- Ability to travel up to 50% of the time, domestically.
- Possesses excellent English verbal and writing skills.
- Must be authorized to work in the US.
- Must own personal hand tools, multimeter, and any required tools to troubleshoot systems.
Hanwha Q CELLS America Inc. ("HQCA") is a Qcells company, one of the world's largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.
This position requires the ability to perform the essential functions of the position, with or without reasonable accommodation. Periodic travel and site visits may be required.
The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications.
*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
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