Bilingual Technical Support Rep (Customer Service Focus)

$45,760 - $52,000/Yr

Primary Services - Houston, TX

Full-time

Houston, TX

Administrative and Support Services

About the position

The Bilingual Technical Support Rep (Customer Service Focus) plays a crucial role in optimizing solar energy systems by providing technical support and ensuring system performance. This position involves coordinating service and maintenance operations while working in a state-of-the-art command center for a leading solar energy solutions company.

Responsibilities

• Analyze production information to verify that system performance aligns with expectations.
• Create, dispatch, and manage work orders to comply with company service level agreements.
• Assign service teams and technicians based on established business rules to optimize efficiency, minimize costs, and expedite issue resolution.
• Update accounting accruals for completed work orders.
• Diagnose and determine solutions for solar systems requiring maintenance, service, or updates.
• Identify causes of non- or under-performing systems.
• Maintain an accurate appointment schedule.
• Manage technician occupancy and daily schedule to ensure full utilization and control overtime by balancing customer appointments and non-appointment work order assignments.
• Receive and process field service reports from internal and external providers in accordance with established procedures.
• Review and process field service invoices.
• Review field service reports for acceptable work completion and issue resolution.
• Schedule appointments directly with customers.
• Participate in parts dispatching and troubleshooting activities.

Requirements

• High school diploma (or GED) required.
• Minimum of 2 years of field service coordination or remote troubleshooting experience in a related position.
• Strong written and verbal communication skills.
• Detail-oriented with the ability to manage multiple tasks.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Flexible schedule, with willingness to work weekends.

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Vision insurance