About the role
- Customer Support: Handle customer calls, understand technical complaints, provide first-level troubleshooting support, and coordinate with service engineers for resolution.
- Commissioning & Troubleshooting: Assist in solar inverter commissioning, basic configuration, troubleshooting, and technical coordination with customers and EPC teams.
- OEM Coordination: Follow up with principal companies/OEMs for technical support, warranty claims, and timely resolution of pending complaints.
- Complaint Management: Register and track service complaints, maintain follow-up records, update customers on case status, and escalate delays.
- Documentation: Prepare and maintain commissioning reports, service reports, warranty documents, test reports, and other solar-related technical documentation.
- Training Coordination: Coordinate technical training sessions with OEMs for internal teams, EPC partners, and customers.
- Internal Coordination: Work with sales, warehouse, logistics, and service teams for service-related requirements, spare parts, and warranty support.
- Basic knowledge of electrical fundamentals, including AC/DC voltage, current, power, and single-phase/three-phase systems.
- Basic understanding of solar PV modules, inverters, DC/AC cables, connectors, ACDB, DCDB, earthing, and protection devices.
- Familiarity with measuring instruments such as digital multimeters, clamp meters, and insulation resistance testers.
- Basic understanding of solar plant commissioning, inverter operation, monitoring systems, and common troubleshooting procedures.
- Ability to understand technical datasheets, user manuals, wiring diagrams, and service documentation.
- Minimum 2 years of experience in solar service, technical support, commissioning, or troubleshooting.
- Good communication, customer handling, coordination, and follow-up skills.
- Proficiency in MS Excel, Word, email, and service documentation.
- Ability to manage multiple complaints, maintain accurate records, and ensure timely follow-ups.
- Experience with solar inverters, EPC companies, or OEM coordination will be preferred.
- Timely response to customer complaints.
- Regular follow-up and coordination for complaint resolution.
- Accurate service documentation and complaint tracking.
- Effective commissioning and troubleshooting support.
- Timely escalation of pending cases and professional customer communication.