Field Service Technician
(Interested in applicants from Atlanta, California, & or Northeast)
The mission of sonnen’s technical support team is to ensure every customer has an excellent experience by solving problems, educating customer, and helping to improve the quality of sonnen’s products and of our partners’ and customers’ experience.
The Field Service Technician supports this mission in an important way by providing hands-on support in the field for sonnen product and sonnen installations. Field Service Technicians are technical and troubleshooting experts for the sonnen product and typical sonnen installations. They are knowledgeable about installation best practices, troubleshooting and repair best practices, and deeply understand the sonnen product and how it integrates into the renewable energy system and built environment. Field Service Technicians work with a “closed loop” service strategy, taking complete ownership of cases and customers who are assigned to them, and not closing cases until the problem is completely resolved and the customer is satisfied.This is a heavy travel position, with up to 75% of time spend in the field.
Minimum Qualifications
Preferred Qualifications:
Key Responsibilities
Travel to sites within the United States to provide onsite training, installation support, or troubleshooting/repair support
Resolve technical cases escalated by 1st and 2nd level service technicians, taking full ownership of these cases, and using all available tools to solve problems and maintain happy customers
Answer incoming phone calls and emails from customers when available and support the inside service staff, guiding them to resolve issues
Maintain relationships with the Engineering and 3rd Level Global Service team to ensure growing product expertise
Utilize Salesforce to document all relevant call, email, and onsite support activity
Position Key Results and KPIs include:
KPI: Customer feedback, number of trainings completed per month