Post Sales Engineer

Job Category:
Post Sales Operations

First Solar reserves the right to offer you a role most applicable to your experience and skillset.

• The Engineer I, Post Sales Operations is responsible for delivering high-quality technical support and customer service in post-sales environments. This role combines in-field product expertise with analytical problem-solving to address warranty claims, recycling inquiries, and customer complaints. The engineer will perform product inspections, make warranty decisions, and troubleshoot issues both remotely and on-site, ensuring timely and effective resolution.

• Bachelor’s or Master’s degree in engineering or other related technical discipline.
• Electrical, Mechanical or Industrial Engineering preferred.

1-year relevant work experience, preferably in the photovoltaic, power generation, or green energy industry.
* Experience in servicing technical inquires required.

• Prior experience in customer service or customer relationship management experience preferred.

• Demonstrated technical knowledge of a complete PV System.
• Customer service and customer relationship management skills.
• Ability to demonstrate a high level of commitment to the customer’s success.
• Excellent verbal and communication skills.
• Academic or professional background in technical writing.
• Ability to share technical expertise with team members and the customer.
• Ability to run multiple activities and ensure safety, quality and schedule adherence.
• Ability to take direction, identify problems, develop solutions, conduct analysis independently and in collaboration with others.
• Strong critical thinking and problem-solving skills/experience.
• Ability to work in difficult customer situations.
• Troubleshooting mentality required.
• Proficient use of all Microsoft Office suite programs.
• Familiarity with basic SQL functions and scripting preferred.
• Familiarity with JMP preferred.

• Provide high level technical support primarily on, but not limited to, post-sales topics for external customers, internal departments and other third parties.
• Drive problem solving of internal quality matters and technical related issues.
• Manage critical customer relationships to inform and educate customers on First Solar specific topics.
• Managing and resolving customer complaints through professional communication and efficient processing.
• Represent Post Sales Operations in product related cross functional meetings to ensure contribution and global alignment.
• Manage special warranty claims on the technical side until standard process is formalized.
• Identify and track issues. Escalate as needed to facilitate resolution in a timely basis.
• Lead customer meetings to provide updates about after sales products, applications and all other technical topics at regular intervals.
• Perform effective data analysis and summarize large data sets to identify quality improvement areas.
• Collaborating with the Field Service Manager and team to support daily operations, claims handling, and product-related investigations.
• Support the Post Sales Operations Team with field testing, troubleshooting, and site visits.
• Other duties as assigned.
• Job description subject to change at any time.

• Reports to Manager
  - Field Services GCSS USA.
• This position will not have direct reports.
• This position could be responsible for leading work scope for contractors.

• Up to 50% – 75%

• $61,000-$87,000 Annually.

• Will sit, stand or walk short distances for up to the entire duration of a shift.
• Will climb stairs on an occasional basis.
• Will lift, push or pull up to 37 pounds on an occasional basis.
• Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis.
• 20/40 vision in both eyes together, with or without correction, is required.
• Must be able to comply with all safety standards and procedures.
• May reach above shoulder heights and below the waist on a frequent basis.
• May stoop, kneel, or bend, on an occasional basis.
• Ability to wear personal protective equipment is required (including but not limited to; steel-toed…