Exact Solar is seeking a highly capable, detail-oriented Remote Solar Service Specialist to support their growing service department. This role involves troubleshooting and providing technical support for solar PV systems while ensuring a high-quality customer experience.
Responsibilities:
- 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)
- 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
- 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
- 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
- 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
- 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
Requirements:
- 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
- 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