Job Description

SmartFlower photovoltaic arrays transform clean energy into a competitive advantage. Our eye-catching solar array tracks the sun throughout the day and folds automatically at night, generating up to 40% more energy than conventional photovoltaic installations. With EU-based manufacturing and a global customer base, SmartFlower delivers innovative solutions for commercial, industrial and institutional solar applications.

We are looking for a hands-on execution-focused Service Agent to join our customer service and engineering team. The successful candidate will have experience providing remote customer support and on-site service of electro-mechanical equipment. They must be able to work independently, equally capable of handling service cases over email or phone as completing on-site service calls. Focused on elevating product reliability through service excellence, the role sits within a small and globally distributed team covering customer service, engineering and operations. If driving customer satisfaction at a globally recognized renewable energy company gets your flowers blooming, join SmartFlower as an Equipment Service Agent!

Key Responsibilities:

This role covers service case management, performing on-site break fix and installation support and managing North American replacement parts fulfillment. Responsibilities include:

• Handle North American service cases including providing email and phone support, remote troubleshooting and running proactive outreach campaigns. Accountable for meeting service metrics such as response time, case resolution time and cost per case.
• Independently carry out field service calls including break fix and maintenance visits, oversee installations and provide training.
• Partner with global team members to escalate field issues for engineering attention, identify top failure modes and develop solutions to address them.
• Manage SmartFlower North American spare parts including customer fulfillment and inventory optimization
• Conduct SmartFlower system and component failure analysis, refurbishment and testing as needed
• Lead initiatives to enhance service delivery, bolster serviceability and drive down cost.

Requirements

• You operate with an ownership mentality and can collaborate among distributed teams.
• You are always looking for ways to improve our products, our organization or yourself.
• Completed technical education (high school diploma plus vocational training, trade school or an associate or bachelor’s degree in electrical, mechanical or renewable energy field).
• Hands-on field experience with motors and motion systems, electrical interconnections and equipment maintenance. Expertise in photovoltaic systems or industrial equipment a plus.
• Able to lift awkwardly shaped objects weighing up to 75 lbs, work on ladders, bend and reach into tight spaces. Capable of using hand and power tools to complete mechanical work.
• Strong time management skills. Demonstrated ability to set individual priorities and meet deadlines.
• Strong written and verbal communication skills, excellent attention to details.
• Proficiency with common business and collaboration tools (e.g. Salesforce CRM, Microsoft Office, Jira, Confluence)
• Valid driver’s license with a clean driving record. Willing and able to travel within North America up to 15%. Current US passport holder.
• Legally authorized to work in the US. This position does not provide sponsorship.
• Nice to have: licensed forklift operator, working knowledge of OSHA and NFPA 70E

Benefits

We offer:

• Direct contribution to shaping and executing SmartFlower’s service strategy
• A mix of in-office and field work, both collaborative and independent
• Clear ownership over service execution with autonomy in day-to-day decision making
• Partnership with international and cross-functional stakeholders
• Exposure to a novel, unique and technology-forward renewable energy product with a broad customer base
• Competitive salary based on qualifications and experience
  

Equal Opportunity Employer Statement

SmartFlower LLC is an equal opportunity employer. We value diversity and are committed to creating an inclusive working environment for all employees. All employment decisions are made without regard to race/color, veteran status, gender, gender identity or expression, age, disability, ethnic origin, nationality, religion or belief, sexual orientation, marital or family status.

Qualified applicants are considered based solely on their skills, experience, and professional qualifications.