Field Service Technician II

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

Basic Job Functions: 

• The Field Technician II is responsible for performing product inspections and making warranty decisions in the field and must be able to evaluate, efficiently process, and resolve customer complaints including professional customer communication. The Field Technician II is furthermore responsible for engaging customers, both internal and external, to understand the needs of the customer and execute training or educational sessions. The Field Technician II is responsible for completing the day-to-day operations in a safe manner to ensure that the product meets performance and warranty commitments and strive for excellent customer experiences. Overall support to the Field Service Manager and Field Services group with multi-task assignments related to claims, customer complaints, and other product related issues will be key to the functional responsibility of the Field Technician II. 

Education/Experience:

• Minimum 2-year certificate in a technical or quality assurance field, preferred.
• Minimum 3 years relevant on the job experience in a technically equivalent field, preferred.
• Any relevant technical certifications a plus.
• Minimum of 3-5 years of quality-/technical experience in the PV/Energy sector.
• Calibration/testing/measurement experience preferred.
• Previous customer engagement experience in a service capacity preferred, field or office related.

Required Skills/Competencies:

• Good MS Office skills, specifically Excel and PowerPoint.
• Basic Project Management competencies and background preferred.
• Critical thinking/problem solving skills, specifically while engaged with customers.
• Troubleshooting mentality required.
• Excellent communication skills (verbal and written), specific to customer dialogue and potential for de-escalation opportunities.
• Ability to effectively summarize and communicate critical field observations/customer concerns to internal stakeholders within appropriate operating systems. 

Essential Responsibilities:

• Conduct on-site training and support for internal FS personnel and 3rd party customers and subcontractors.
• Responsible for carrying out tests to establish reliability and lifespan of the products.
• Transferring Manufacturing and Quality knowledge to the field with respect to recognizing abnormal or non-compliant product conditions in a proactive manner.
• Processing of incoming warranty/quality inquiries in collaboration with other teams and other departments such as quality, reliability, and development engineering.
• Execution of technical checks utilizing a variety of methods in the warranty inspection center, in the office, or at a customer site.
• Identification and implementation of corrective and preventative measures as well as steps for continuous quality improvement.
• Involvement with problem solving of internal quality matters of any technical related issues, including drafting customer response documentation for issue management and claims management.
• Participation in the process of preparing new documentation, submission, and periodic review of documentation utilized for training of customers, both internal and external.
• Responsible for effective communication and advocates team building.
• Observe all company health and safety guidelines.
• Drive continuous improvement for all Global Field Service Processes and Procedures.
• Other duties as assigned.
• Job description subject to change at any time.

Reporting Relationships:

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

Travel:

• Travel with potential for international travel (must be able to obtain US Passport/Visa). 
• Travel expectancy up to 50%. 

Estimated Salary Range:

• $23.03-$32.21 Hourly. 

US Physical Requirements: 

• 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