Ph3Technical Support Engineer /h3 pLocation: EMEA /p pEmployer: TCL SunPower Global /p pResponsibilities: /p ul liProvides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. /li liResponds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. /li liProvides technical support to TCL | SunPower Dealers and Homeowners during and after the installation commissioning of photovoltaic systems, storage systems, EV chargers, and similar appliances. /li liTroubleshoots installations via phone, email, and live chat. /li liLogs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer. /li liEscalates calls as necessary to next level Tier support team members. /li liStrives towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators. /li liPerforms other functions as may be assigned. /li liComplies at all times with the Environment, Health, Safety, and Quality Standards, Rules and Regulations. /li liTransactions returns/exchanges (RMA’s). /li /ul pRelated Experience Educational Requirements: /p ul liEngineering Degree / diploma or similar (preferably Electrical or Electronics). /li liWork experience in Technical Support or Call Center. /li liExcellent Communication Skills in English + 2 relevant languages of Europe (Italian, Dutch, Spanish). /li liExcellent diagnostics capabilities, analytical skills, and able to work in a team and under pressure. /li liExcellent skills preparing technical support reports. /li liUnderstanding and awareness of customer needs and willingness to act on the urgency of the requests. /li liCommunication, customer focus, attention to detail, continuous learning, decision making, policies, processes and procedures, product knowledge and quality. /li liSystematic problem-solving, planning, prioritization and goal setting. /li /ul /p #J-18808-Ljbffr