Remote Solar Service Specialist (Technical + Customer Support)

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