Remote Solar Service Specialist (Technical + Customer Support)

Benefits:401(k)Competitive salaryDental insuranceHealth insurancePaid time offOverviewWe 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 ResponsibilitiesTechnical Support & TroubleshootingPerform remote diagnostics and troubleshooting for residential and commercial solar PV systemsAnalyze system performance data, monitoring platforms, and inverter communicationsConduct screen-share sessions with customers to guide troubleshooting stepsSupport escalation cases requiring deeper technical investigationVerify field technician findings and completed work remotely (photos, reports, system data)Customer CommunicationLead customer-facing Zoom calls and phone calls to explain issues and solutions clearlyProvide a calm, professional experience for customers during service issuesTranslate technical findings into understandable languageService Coordination SupportAssist in triaging incoming service requests and prioritizing workCollaborate with Service Team Lead on job scoping and resolution strategyHelp ensure proper documentation of service cases in CRM/service platformsWarranty & Vendor CoordinationPrepare and submit warranty claims with manufacturers (inverters, modules, etc.)Track warranty case progress and follow through to resolutionCoordinate with vendors on technical support and replacementsField Support & Quality ControlReview technician reports, photos, and commissioning data for accuracy and completenessProvide feedback and support to field technicians as neededHelp maintain consistent service quality standardsFinancial & Administrative SupportAssist with service job invoicing and cost trackingSupport tracking of key service KPIs (response time, resolution time, service margins)Help ensure accurate documentation for billing and internal reportingQualificationsRequired: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 issuesNative or fluent English speaker with excellent verbal communication skillsComfortable leading Zoom calls, phone calls, and screen-sharing sessionsHighly organized and detail-orientedAbility to work independently in a remote environmentPreferred:Experience with common inverter platforms (e.g., Enphase, SolarEdge, SMA)Familiarity with monitoring platforms and remote diagnostics toolsExperience with warranty processes and manufacturer coordinationBasic understanding of electrical systems and NEC conceptsExperience with CRM or service management softwareExposure to service-related financial tracking or invoicingKey Traits for SuccessStrong problem-solver who enjoys diagnosing and resolving issuesClear communicator who builds trust with customers and team membersComfortable operating in a fast-moving, sometimes ambiguous service environmentTakes ownership of issues and follows through to resolutionBalances technical depth with practical, customer-focused solutionsCompensation & StructureRemote positionCompetitive salary based on experienceWhy This Role MattersThis 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.