Service Engineer L1

Job Description: The Remote Service Engineer L1 is the first point of contact for installers, distributors and end customers of our photovoltaic and energy storage systems. Working fully remotely, the role covers the technical hotline, ticket creation and follow-up, first-level diagnosis of system faults, and remote guidance of installers through installation, commissioning and troubleshooting. The ideal candidate has practical experience with solar inverters and residential PV systems, a customer-focused mindset, and the ability to work independently in a remote environment. Experience with residential energy storage systems is a significant advantage.

Key

Responsibilities: Handle inbound technical hotline calls, emails and portal requests within agreed response times and service level agreements (SLAs), providing timely technical support to installers and customers. Create, document and follow up support tickets in the service ticketing system until closure. Perform first-level remote diagnosis of PV systems, inverters, batteries, communication modules, cabling and alarm codes. Guide installers and distributors remotely through installation, commissioning, operation, firmware updates and parameter settings. Use remote monitoring platforms to analyse system data, alarms and performance deviations. Escalate complex or unresolved cases to L2 with complete, structured case documentation. Document service activities, prepare service reports, and provide technical feedback and insights from the field to internal teams. Support quality assurance by identifying recurring issues, product improvement opportunities and best practices; contribute to the knowledge base (FAQs, troubleshooting guides). Support the continuous improvement of technical service processes and customer satisfaction. Experience/Qualifications: Technical degree or bachelor’s degree in Engineering, Electrical Engineering, Renewable Energy, Energy Systems or a related technical field. Minimum 2 years of experience in technical support, field service, or the renewable energy sector. Strong practical knowledge of solar inverters, residential PV systems and related technologies. Good understanding of PV cabling, electrical installations, commissioning, fault diagnosis and alarm analysis. Strong analytical, problem-solving and structured troubleshooting skills. •Excellent communication, customer service and interpersonal skills; able to explain technical steps clearly over the phone. Ability to work independently and remotely while managing multiple tasks and priorities. •Comfortable working with digital tools (ticketing systems, remote monitoring platforms, documentation). Experience and expertise in residential energy storage systems will be a significant advantage. This is a fully remote hotline-based position; no travel is required.