Customer Support Engineer

Role & responsibilities

• Customer Complaint Handling:

  Receive, acknowledge, and handle customer complaints related to solar plant performance, modules, inverters, structures, cabling, or installation quality.

• Site Inspection & Assessment:

  Visit customer sites to conduct physical inspections of solar modules, mounting structures, electrical connections, and balance of system components.

• Technical Troubleshooting:

  Identify issues such as low generation, module defects, string failures, inverter alarms, or shading and recommend corrective actions.

• Root Cause Analysis (RCA/ CAPA):

  Analyze complaints to determine whether issues are due to design, installation, material quality, operation, or external factors.

• Corrective & Preventive Actions:

  Implement CAPA to resolve current complaints and prevent recurrence.

• Documentation & Reporting:

  Prepare site inspection reports, complaint closure notes, photographs, test results, and customer communication records.

• Warranty & Replacement Support:

  Assist in warranty claim processing for modules, inverters, or other equipment by providing technical evidence.

• Customer Communication:

  Explain findings, actions taken, and timelines to customers in a clear and professional manner.