Company Overview
About the job
At Canadian Solar, our vision is to make lives better by bringing electricity powered by the sun to millions of people worldwide. As a leading manufacturer of solar panels, inverters, and energy storage solutions, we’ve been an industry front-runner since our founding in 2001. Our commitment to sustainability is reflected in all parts of our organization as we navigate the complexities of a booming industry.
Throughout Canadian Solar’s subsidiaries, e-Storage, Recurrent Energy, MSS and CSI Solar Co., we invest in our employees’ growth. Our training programs and promotional opportunities ensure we all can continue to learn. We understand the importance of work-life balance and provide various flexible work options to support our employees’ well-being. Join our team to “Make the Difference” by creating a lasting positive impact on the world and the communities where we operate.
Position Summary
Canadian Solar is seeking a Technical Support Specialist to support our newly released residential battery storage system, EP Cube, in the USA market. The technician will provide installation support and carry out troubleshooting (remotely & onsite). Additionally, this technician will serve as a link between the Chinese engineering/RnD-based team, and the US-based service team. In this position, you will:
- Provide technical expertise and support to Installers, ensuring Canadian Solar’s newly released residential energy storage system correctly functions with DC PV, AC coupled PV inverters, generators, EV car chargers, and on/off grid scenarios
- Provide remote (online, phone, and email) support to installers by presenting visual training aids, manuals, and other documents, and carrying out troubleshooting
- Travel to residential customer project sites throughout Northern California, to support EP Cube Battery installations. When not in the field, travel to the Walnut Creek, CA office to attend company meetings, and help with other issues, as needed
- Track bug tickets/issues with R&D in project management sofware called ‘The Ones’
- Communicate regularly with the Chinese R&D team, escalate installation sites experiencing issues along with trouble-shooting steps
- Use Salesforce CRM system to receive, and follow up customer service and repair cases.
- Support Technical Services Department with other duties as needed, including creation of technical documentation, improvement in bug-tracking processes, editing of firmware release notes etc.
Qualifications & Requirements
- Bilingual in spoken and written Mandarin and English (required).
- 3+ years Technical Support in the PV or Energy Storage industry
- 5+ years hands on technical troubleshooting of electronics
- Willingness to travel throughout the Bay Area, California approximatly 40% of the year with reliable personal transportation (mileage will be reimbursed)
- Experience providing technical support to consumers in person, over the phone and/or over video
- Hands on experience using CRM or RMA software
- Familiarity with CANbus/MODbus communication and protocols – is a plus but not required
- NABCEP certification is a huge plus but not required
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