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Job Description :

In the position of Field Application Engineer you will be responsible for troubleshooting customer problems and providing solutions. Additional duties include pre-release test of new products and feature sets, with onsite support of customers. Operational support for the installation, bug fixing and maintenance of photovoltaic systems and data monitoring solutions. Maintain web enabled virtual technical assistance center, track all calls in the call tracking system and move them rapidly towards resolution. Help create and maintain knowledge base and self help templates and content, log defect reports, design issues, and feature requests in database tracking systems and escalate issues to the appropriate department and drive issues to closure. Maintain and track performance data from customer sites.

Responsibilities :

• Provide technical support for products sold to installation/integrator and end users. Service requests will be in the form of escalations passed on by Channel partners, resellers and end users.
• Utilize debug tools as well as lab research to either resolve the technical problem or gather information necessary to escalate the issue to Quality Assurance, Engineering, or Product/Project Management, Documentation, or Training.
• Update and maintain the Knowledge DataBase.
• Provide technical information updates to web enabled Customer Service Portal. Prepare and submit internal and external technical alert bulletins.
• Work with Quality Assurance, Development Engineering, Product Management, Technical Publications, and Training to provide feedback, support expertise, and documentation review to enhance the quality of the products.
• File, reproduce, escalate defects, feature requests, and design issues in a timely manner.
• Submission of Requests for Enhancements (RFE).
• Ability to support 7x24 global coverage.
• Execute special projects as assigned.
• Interface with other departments, such as Engineering, QA, and Production to provide support to those functional areas as needed.

Job Requirements :

• Electrical operational background and experienceK
• Knowledge of networking, and data collection methodologies.
• Knowledge of database systems is a plus
• Knowledge of electrical codes and systems a plus.
• Possess the ability to work in a rapidly changing work environment. 
• Demonstrate the ability to multitask. 
• Excellent written and oral communication skills are a must.
• Ability to document new processes and solutions.
• Must demonstrate Critical/Analytical Thinking and problem solving skills.