Job Description:

At NEXTracker we are looking for a Technical Service Representative to provide comprehensive technical support to NEXTracker’s European customers. The selected person will satisfactorily lead the solution of the assigned issues, providing best-in-class support to our customers including remote assistance, troubleshooting, firmware updates, training, and warranty claims resolution, among others.

The selected person has a customer-oriented mindset with at least five years of experience on a similar role and a proactive attitude to help NEXTracker’s existing fleet and rapid expansion in Europe.

As part of the NEXTracker team, your responsibilities will include:

• Providing comprehensive technical support to NEXTracker's global customers, addressing a wide range of industrialization, mechanical, electrical, quality, communication, and installation issues.

• Ensuring an exceptional customer experience by leveraging your product and systems expertise to optimize customer production value.

• Developing a deep understanding of the mechanical, structural, and electrical components of the system.

• Evaluating mechanical and electrical issues encountered in the field to identify the root cause.

• Proactively identifying potential risks and failures associated with mechanical and electrical components, and taking appropriate steps, including implementing corrective actions.

• Collaborating with field personnel to troubleshoot problems and program new components.

• Conducting testing and deployment of NEXTracker technology, providing on-site training to customers and partner companies.

• Working closely with cross-functional teams to recommend modifications to work instructions, materials, or product changes to ensure the superior quality of our products.

• Demonstrating strong written communication skills in preparing reports, service proposals, and procedure manuals.

• Serving as a member of the Remote Monitoring Team, offering guidance on field repairs, and meticulously documenting all issues.

• Resolving problems by clarifying issues, researching answers, exploring alternative solutions, implementing effective resolutions, and escalating unresolved problems as needed.

• Advocating for the voice of the customer when collaborating with internal teams on product-related improvements.

• Dealing with different customers/projects at the same time.

• Developing proficiency in the NX Case Management System and actively supporting continuous improvement initiatives to enhance customer experience.

• Delivering regular progress updates to management and customers, based on well-founded recommendations supported by data, evidence, and sound judgment.

• Providing support to NEXTracker's system design, product development, sales, and marketing efforts as requested.

• Willingness to travel to customer sites when necessary to address specific requirements.

Skills required

• B.S. in Engineering (Electrical, Industrial, Mechanical or Equivalent) or related STEM field

• Must be able to demonstrate customer care skills and be able to effectively communicate resolutions for customer concerns

• Ability to interface and communicate with customers on a regular basis

• Internal customer voice. Ability to speak as an advocate on behalf of the customers within Nextracker

• Extensive knowledge of and/or experience with mechanical software and processes

• Up to 20% travel required

• Fluent in English and Spanish. Other European languages are a plus

• 5 five years of experience in a similar role

Preferred Qualifications:

• Strong understanding of customer and technical support for Utility-scale and DG projects

• Extensive experience with power generation troubleshooting.

• Extensive experience with various controls systems

• Extensive experience with solar tracking systems

• Strong drive for Renewable Energy Industry Development

• Strong knowledge of PV technology and its applications 

• Proficiency with Microsoft office, PowerBI

• Proficiency in Salesforce Service cloud

• Proficiency in dealing with customer support and O&M issues 

• Excellent customer service skills

• Excellent verbal and written communication skills

At Nextracker, we are leading in the energy transition, providing the most comprehensive portfolio of intelligent solar tracker and software solutions for solar power plants, as well as strategic services to capture the full value of solar power plants for our customers. Our talented worldwide teams are transforming PV plant performance every day with smart technology, data monitoring and analysis services.

For us at Nextracker, sustainability is not just a word. It's a core part of our business, values and our operations. Our sustainability efforts are based on five cornerstones: People, Community, Environment, Innovation, and Integrity. We are creative, collaborative and passionate problem-solvers from diverse backgrounds, driven by our shared mission to provide smart solar and software solutions for our customers and to mitigate climate change for future generations.

Culture is our Passion