Solar Service Specialist - Technical and Customer Support

Benefits: 401(k) Competitive salary Dental insurance Health insurance Paid time off Overview We are seeking a highly capable, detail-oriented Remote Solar Service Specialist to support our growing service department. This role is ideal for someone with hands-on solar experience who enjoys troubleshooting, solving problems, and working directly with customers and field teams. You will work closely with our Service Team Lead and administrative support team to help manage service requests, diagnose issues, support field technicians, and ensure a high-quality customer experience from start to finish. This is a remote position , but requires strong communication skills, technical confidence, and the ability to operate independently. Key Responsibilities Technical Support & Troubleshooting Perform remote diagnostics and troubleshooting for residential and commercial solar PV systems Analyze system performance data, monitoring platforms, and inverter communications Conduct screen-share sessions with customers to guide troubleshooting steps Support escalation cases requiring deeper technical investigation Verify field technician findings and completed work remotely (photos, reports, system data) Customer Communication Lead customer-facing Zoom calls and phone calls to explain issues and solutions clearly Provide a calm, professional experience for customers during service issues Translate technical findings into understandable language Service Coordination Support Assist in triaging incoming service requests and prioritizing work Collaborate with Service Team Lead on job scoping and resolution strategy Help ensure proper documentation of service cases in CRM/service platforms Warranty & Vendor Coordination Prepare and submit warranty claims with manufacturers (inverters, modules, etc.) Track warranty case progress and follow through to resolution Coordinate with vendors on technical support and replacements Field Support & Quality Control Review technician reports, photos, and commissioning data for accuracy and completeness Provide feedback and support to field technicians as needed Help maintain consistent service quality standards Financial & Administrative Support Assist with service job invoicing and cost tracking Support tracking of key service KPIs (response time, resolution time, service margins) Help ensure accurate documentation for billing and internal reporting Qualifications Required: 3+ years of experience in solar PV (service, installation, or engineering) Strong understanding of solar system components (inverters, monitoring, wiring, production issues) Experience troubleshooting solar system performance issues Native or fluent English speaker with excellent verbal communication skills Comfortable leading Zoom calls, phone calls, and screen-sharing sessions Highly organized and detail-oriented Ability to work independently in a remote environment Preferred: Experience with common inverter platforms (e.g., Enphase, SolarEdge, SMA) Familiarity with monitoring platforms and remote diagnostics tools Experience with warranty processes and manufacturer coordination Basic understanding of electrical systems and NEC concepts Experience with CRM or service management software Exposure to service-related financial tracking or invoicing Key Traits for Success Strong problem-solver who enjoys diagnosing and resolving issues Clear communicator who builds trust with customers and team members Comfortable operating in a fast-moving, sometimes ambiguous service environment Takes ownership of issues and follows through to resolution Balances technical depth with practical, customer-focused solutions Compensation & Structure Remote position Competitive salary based on experience Why This Role Matters This role is critical to supporting our service team as we scale. You will help ensure our customers receive timely, professional support while enabling our field teams to operate efficiently and effectively. This is a remote position.