RMA Specialist

The Company: Sungrow Power Supply Co., Ltd. (“Sungrow”) is a global leading PV inverter and ESS provider with 515 GW of power electronic converters installed worldwide as of December 2023. Founded in 1997 by University Professor Cao Renxian, Sungrow leaders in the research and development of solar inverters with the largest dedicated R&D team in the industry and a broad product portfolio offering PV inverter solutions and ESS for utility-scale, commercial & industrial, and residential applications, as well as internationally recognized floating PV plant solutions, NEV driving solutions, EV charging solutions, and renewable hydrogen production systems. With a strong 27-year track record in the PV space, Sungrow products power in 170 countries and regions worldwide. For more information about Sungrow, visit: www.sungrowpower.com . The Position: The Technical support / RMA specialist position is a Houston based position that it plays an important role with this rapid growing company. This is a very dynamic and fast-track position reporting to the Service Manager.The position will be the key member of service team. This position will also be the initial point of the contact person for customers and partners with commercial, industrial and utility-scale solar and battery plants. Essential Duties and Responsibilities: Answering customer calls and provide technical and customer support. Communicate with customers on the phone and by email to provide a quick resolution of the issues with the goal of “One call resolution”. Using exceptional listening skills and customer service aptitude in all written and verbal interactions with customers Create cases in CRM system and take ownership of cases and communicating professionally with customers via the customer portal, email, and phone at least daily until case is closed or escalated Document work continuously throughout the day and provide detailed ticket updates Escalating Ticket to Service Manager or project manager providing the background information in order to get a solution quickly. Handles customer questions, complaints or technical support enquiries with the highest degree of courtesy along with professionalism Create and approved RMA. Coordinate the shipping of the units or replacements parts in a timely manner with logistics partners or internally. Track RMAs and spare parts in the system to achieve 24 to 48hrs to the field. Help creating internal procedures on repairs on the inverters. Create first level failure report for the customer for RMA. Maintain failure rates report in the system based on RMAs information. Help scheduling shipments and third parties to the field when is needed. A wide variety of other special tasks and projects as assigned. Minimum Requirements: 5-6 plus years of overall experience in field service Must possess the ability to work with test equipment and hand tools as required Must possess customer service, problem-solving skills, and possess decision making and analytical skills Must possess effective written and verbal communication skills Must be proficient in Microsoft Office Suite (Word, Excel, power Point and Outlook) Education or Desired License and Certificates: Bachelor’s degree or Technical degree with equivalent experience Solar industry experiences are required Competencies: Technical problem solving/analytical skills Self-starter, strong initiatives and an excellent communicator System and product level mindset Organization, detailed-oriented nature and strong initiative Strong technical support focus and a service oriented individual Work Location and Status: Full time, Houston, TX. USA No visa sponsorship Compensation: Compensation commensurate with experience Competitive benefits package and employee programs Strong personal and company growth opportunities For candidates in the states of California, Colorado, New York and Washington, the anticipated annual base salary for this role is between $50,000 - $75,000 This range does not include any other compensation components or other benefits that an individual may be eligible for. The base salary offered is dependent upon several factors, including but not limited to job-related skills, qualifications, experience, education, location, or other factors related to the role. Sungrow is an equal opportunity employer. Due to strong interests in this position, Sungrow will only reach out to those candidates who best meet the requirements.Thank you for your interest in Sungrow.