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RMA Specialist Technical Support

Company: Canadian Solar Inc.
Location: Walnut Creek
Posted on: May 26, 2023

Job Description:

About UsCanadian Solar Inc. (NASDAQ: CSIQ) is a vertically integrated manufacturer of solar cells, modules, and custom-designed solar power applications. Canadian Solar's world-class team of professionals works closely with our customers to provide them with solutions for all their solar needs. Founded in 2001, Canadian Solar is one of the world's fastest-growing companies in the solar industry and has been listed on the NASDAQ since November 2006.LocationOur Walnut Creek, CA office is conveniently located near public transportation (BART), is ideally situated for bicycle commuters, there's plenty of free parking, and an abundance of eateries in the surrounding area. Hybrid Work Situation.Position SummaryThe RMA Specialist Technical Support will be responsible for providing coordination and on-going technical services for Canadian Solar's Module and inverter solutions. Additionally, this role will actas the main contact between the Customers, Installers, Canadian Solar's OEM, as well as with Canadian Solar Headquarters' Technical Services personnel.

  • Create, validate, and manage RMAs throughout entire workflow.
  • Proactive team member in finding ways to develop and deliver.
  • Works closely with internal manufacturer/product team.
  • Communicateproduct feedback and methods of improvement to manager and product teams.
  • Supports Technical Services Department with other duties as needed.
  • Managecasecommunications and solutions for internal and external requests for support.
  • Help improve customer experience through betteringinternal support systems and turnaround times on requests.
  • Focus efforts to improve operations, decrease turnaround times, streamline work processes, and work collaboratively to provide quality seamless customer service.Qualification & Requirements
    • Ability to effectively communicate technical troubleshooting and installation tasks.
    • 2+ years of with RMA transactions and process handling. Technical support:hands onfield service and install experience in residential electrical or solar systems highly preferred.
    • Strategic thinker, excellent collaboration and communication skills, careful attention to detail.
    • Ability to balance business and technical risks while remaining compliant with internal systems.
    • Ability to work cross-functionallyand culturally.
    • Strong communication skills. Must have the ability to build rapport with people at all levels.
    • Excellent written and verbal skills, emphasis on technical and industry terminology.
    • Spanish proficiency is a plus.
    • Negotiation and dispute resolution skills
    • Familiarity with NEC 2020, electrical safety, andresidential PV installation.
    • Ability to travel up to 5% of the time; some travel maybe required to remote locations.
    • Demonstrated failure analysis experience and structured problem-solving experience.
    • Proven leadership role/s and management skills.
    • Continuous improvement of complex systems of people and process.
    • Experience, tact, and comfort with consumer and installer customer service/support.
    • Experience with Salesforce & Zendesk a plus. Compensation & BenefitsCanadian Solar offers a competitive salary plus fully comprehensive benefits and performance bonus package based on an annual objective achievement. Our generous benefits package includes a 401(k) Retirement Plan, medical/dental/life/disability program, PTO and sick days. Canadian Solar Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.

Keywords: Canadian Solar Inc., Walnut Creek , RMA Specialist Technical Support, IT / Software / Systems , Walnut Creek, California

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