Post Sales Engineer

First Solar reserves the right to offer you a role most applicable to your experience and skillset.

Basic Job Functions:

• The Engineer I, Post Sales Operations is responsible for delivering high-quality technical support and customer service in post-sales environments. This role combines in-field product expertise with analytical problem-solving to address warranty claims, recycling inquiries, and customer complaints. The engineer will perform product inspections, make warranty decisions, and troubleshoot issues both remotely and on-site, ensuring timely and effective resolution.

Education/Experience:

• Bachelor's or Master's degree in engineering or other related technical discipline.
  
  
  
  • Electrical, Mechanical or Industrial Engineering preferred.
  
  
• > 1-year relevant work experience, preferably in the photovoltaic, power generation, or green energy industry.
• Experience in servicing technical inquires required.
• Prior experience in customer service or customer relationship management experience preferred.

Required Skills/Competencies:

• Demonstrated technical knowledge of a complete PV System.
• Customer service and customer relationship management skills.
• Ability to demonstrate a high level of commitment to the customer's success.
• Excellent verbal and communication skills.
• Academic or professional background in technical writing.
• Ability to share technical expertise with team members and the customer.
• Ability to run multiple activities and ensure safety, quality and schedule adherence.
• Ability to take direction, identify problems, develop solutions, conduct analysis independently and in collaboration with others.
• Strong critical thinking and problem-solving skills/experience.
• Ability to work in difficult customer situations.
• Troubleshooting mentality required.
• Proficient use of all Microsoft Office suite programs.
• Familiarity with basic SQL functions and scripting preferred.
• Familiarity with JMP preferred.

Essential Responsibilities:

• Provide high level technical support primarily on, but not limited to, post-sales topics for external customers, internal departments and other third parties.
• Drive problem solving of internal quality matters and technical related issues.
• Manage critical customer relationships to inform and educate customers on First Solar specific topics.
• Managing and resolving customer complaints through professional communication and efficient processing.
• Represent Post Sales Operations in product related cross functional meetings to ensure contribution and global alignment.
• Manage special warranty claims on the technical side until standard process is formalized.
• Identify and track issues. Escalate as needed to facilitate resolution in a timely basis.
• Lead customer meetings to provide updates about after sales products, applications and all other technical topics at regular intervals.
• Perform effective data analysis and summarize large data sets to identify quality improvement areas.
• Collaborating with the Field Service Manager and team to support daily operations, claims handling, and product-related investigations.
• Support the Post Sales Operations Team with field testing, troubleshooting, and site visits.
• Other duties as assigned.
• Job description subject to change at any time.

Reporting Relationships:

• Reports to Manager- Field Services GCSS USA.
• This position will not have direct reports.
• This position could be responsible for leading work scope for contractors.

Travel:

• Up to 50% - 75%

Estimated Salary Range:

• $61,000-$87,000 Annually.

US Physical Requirements:

• Will sit, stand or walk short distances for up to the entire duration of a shift.
• Will climb stairs on an occasional basis.
• Will lift, push or pull up to 37 pounds on an occasional basis.
• Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis.
• 20/40 vision in both eyes together, with or without correction, is required.
• Must be able to comply with all safety standards and procedures.
• May reach above shoulder heights and below the waist on a frequent basis.
• May stoop, kneel, or bend, on an occasional basis.
• Ability to wear personal protective equipment is required (including but not limited to; steel-toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards, and a condition of employment and continued employment (requires little or no facial hair) for those requiring respirator use.

Potential candidates will meet the education and experience requirements provided on the above job description and excel in completing the listed responsibilities for this role. All candidates receiving an offer of employment must successfully complete a background check and any other tests that may be required.

Equal Opportunity Employer Statement: First Solar is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.