服务呼叫技术员
Service Calls Technician
关于我们及招聘原因
在Terra Energy，我们致力于加速向清洁能源和可再生能源的转型。我们专注于提供高质量的太阳能解决方案，帮助家庭用户和企业降低能源成本，同时对环境产生积极影响。
我们的成功建立在对卓越客户服务、运营卓越和团队合作文化的承诺之上。随着持续发展，我们正在寻找在快节奏环境中茁壮成长、享受解决问题并以创造卓越客户体验为荣的专业人才。
我们相信每一次互动都至关重要。从最初的安装到持续的系统支持，我们的目标是让客户确信他们的投资得到了一支响应迅速、知识渊博的团队的支持，这支团队致力于他们的成功。
职位描述
作为服务电话协调员，您将在确保客户在其太阳能系统生命周期中获得卓越支持方面发挥关键作用。您将成为客户服务相关问题的主要联系人，帮助客户解决难题，协调解决方案，并确保每个案例都能以专业、紧迫和细致的方式处理。
在此职位上，您将负责处理来电服务请求，进行初步故障排查，创建和维护服务工单，并与现场技术人员、监控团队、制造商和内部部门协调，推动及时解决。您将负责在整个过程中保持与客户的沟通，管理期望，并确保即使在出现复杂问题时也能提供积极的客户体验。
此职位的成功需要出色的沟通能力、优秀的组织能力、以客户为中心的思维模式，以及在快节奏环境中同时处理多个案件的能力。理想的候选人喜欢解决问题，在压力下表现出色，并能够负责地将问题彻底解决。
这为具有客户服务、技术支持、帮助台、调度、物流协调、运营或服务管理背景的专业人士提供了绝佳的机会，他们希望在可再生能源行业提升自己的职业生涯，同时对客户满意度和运营卓越产生有意义的影响。
您将负责的工作包括：
- 作为客户报告服务相关问题的主要联系人
查看英文原文
About Us and Why We’re Hiring
At Terra Energy, we are passionate about accelerating the transition to clean, renewable energy. We specialize in delivering high-quality solar energy solutions that help homeowners and businesses reduce their energy costs while making a positive impact on the environment.
Our success is built on a commitment to exceptional customer service, operational excellence, and a team-first culture. As we continue to grow, we are looking for talented professionals who thrive in fast-paced environments, enjoy solving problems, and take pride in creating outstanding customer experiences.
We believe that every interaction matters. From the initial installation to ongoing system support, our goal is to provide customers with the confidence that their investment is backed by a responsive and knowledgeable team dedicated to their success.
The Role
As a Service Calls Coordinator, you will play a vital role in ensuring our customers receive exceptional support throughout the lifecycle of their solar energy systems. You will serve as the primary point of contact for service-related inquiries, helping customers navigate issues, coordinating solutions, and ensuring every case is handled with professionalism, urgency, and attention to detail.
In this role, you will manage incoming service requests, perform initial troubleshooting, create and maintain service tickets, and coordinate with field technicians, monitoring teams, manufacturers, and internal departments to drive timely resolutions. You will be responsible for keeping customers informed throughout the process, managing expectations, and ensuring a positive customer experience even when complex issues arise.
Success in this position requires strong communication skills, excellent organizational abilities, a customer-first mindset, and the ability to manage multiple cases simultaneously in a fast-paced environment. The ideal candidate enjoys problem-solving, thrives under pressure, and takes ownership of seeing issues through to completion.
This is an excellent opportunity for professionals with backgrounds in customer service, technical support, help desk, dispatching, logistics coordination, operations, or service management who are looking to grow their careers within the renewable energy industry while making a meaningful impact on customer satisfaction and operational excellence.
What You’ll Be Doing
- Serve as the primary point of contact for customers reporting service-related concerns, system issues, or warranty requests.
- Receive and manage inbound calls, emails, and support tickets while providing a professional and customer-focused experience.
- Gather and document relevant information to accurately assess and track service requests.
- Perform initial troubleshooting and basic diagnostics using monitoring platforms, system data, and established procedures.
- Create, update, and maintain detailed service tickets, ensuring all customer interactions and actions are properly documented.
- Coordinate service appointments between customers and field technicians to ensure timely issue resolution.
- Communicate effectively with internal teams, installers, manufacturers, and service partners to facilitate case resolution.
- Monitor open service requests and proactively follow up to ensure cases move efficiently through the resolution process.
- Keep customers informed by providing regular status updates and managing expectations throughout the service lifecycle.
- Escalate complex technical or operational issues to the appropriate departments when necessary.
- Assist with warranty claims, equipment replacements, and service-related documentation.
- Maintain accurate records and ensure all service activities comply with company processes and quality standards.
- Identify recurring issues and communicate trends that may help improve operational efficiency and customer satisfaction.
- Support a fast-paced environment by managing multiple cases simultaneously while maintaining a high level of accuracy and responsiveness.
- Contribute to delivering an exceptional customer experience that reflects Terra Energy's commitment to quality, reliability, and service excellence.
What We’re Looking For
We're looking for a proactive, customer-focused professional who thrives in a fast-paced environment and enjoys solving problems. The ideal candidate is highly organized, communicates effectively, and takes ownership of issues from initial contact through resolution. If you're someone who enjoys helping customers, coordinating moving pieces, and ensuring nothing falls through the cracks, we'd love to meet you.
Required Qualifications
- 2+ years of experience in Customer Service, Technical Support, Help Desk, Service Coordination, Dispatch, Operations, or a related field.
- Excellent verbal and written communication skills in English.
- Strong customer service skills with the ability to handle challenging situations professionally and empathetically.
- Ability to manage multiple priorities and cases simultaneously while maintaining accuracy and attention to detail.
- Experience working with CRM systems, ticketing platforms, or service management software.
- Strong problem-solving and critical-thinking abilities.
- Comfortable learning new technologies, systems, and processes.
- Proficiency with Microsoft Office Suite and Google Workspace.
- Self-motivated with the ability to work independently in a remote environment.
- Strong organizational and follow-up skills.
- Customer-first mindset.
- Strong sense of urgency and accountability.
- Excellent communication and interpersonal skills.
- Detail-oriented and process-driven.
- Adaptable and comfortable working in a growing, fast-paced company.
- Collaborative team player with a positive attitude.
- Passion for delivering exceptional customer experiences.
Preferred Qualifications
- Experience in the solar, renewable energy, electrical, construction, telecommunications, HVAC, or field service industries.
- Experience coordinating field technicians, service teams, or customer appointments.
- Familiarity with ticketing platforms such as ServiceNow, Zendesk, Salesforce, HubSpot, or similar systems.
- Experience troubleshooting technical or operational issues.
- Knowledge of solar monitoring platforms such as SolarEdge, Enphase, Tesla, SMA, or similar technologies.
- Bilingual in English and Spanish.
How You’ll Work at Terra Energy
At Terra Energy, we believe great customer experiences are built through collaboration, accountability, and a commitment to continuous improvement. As a Service Calls Coordinator, you'll work in a fast-paced, team-oriented environment where communication, problem-solving, and customer satisfaction are at the center of everything we do.
You'll collaborate closely with Operations, Scheduling, Monitoring, Project Management, Installation Teams, and external service partners to ensure customer concerns are addressed efficiently and effectively. No two days are exactly the same, and you'll have the opportunity to make a direct impact by helping customers navigate issues and ensuring they receive the support they deserve.
Compensation & Details
- Salary: $60,000 USD annually
- Location: Tampa, FL
- Reports to: Operations Manager
- Department: Operations
What Success Looks Like
Success in this role means delivering an outstanding customer experience while efficiently managing service requests from initial contact through resolution. You'll take ownership of cases, communicate proactively, and collaborate with internal teams to ensure issues are resolved accurately and on time.
- Responding promptly and professionally to customer inquiries.
- Maintaining accurate and detailed service records.
- Effectively troubleshooting and coordinating service resolutions.
- Managing multiple service cases while meeting deadlines and follow-up commitments.
- Delivering a high level of customer satisfaction.
- Building strong working relationships with customers, technicians, and internal teams.
- Contributing to a positive, solutions-oriented team environment.
A successful Service Calls Coordinator is organized, customer-focused, proactive, and committed to delivering exceptional service every step of the way.
In Summary
The ideal candidate is highly organized, customer-focused, and comfortable working in a fast-paced environment while managing multiple priorities. Success in this role requires strong communication skills, problem-solving abilities, attention to detail, and the ability to collaborate effectively with customers, technicians, and internal teams to deliver timely and efficient service solutions.
Recruitment Process
- Initial Contact (HR) – Quick intro and role overview
- HR Interview – Experience and overall fit
- Hiring Manager Interview – Technical and role deep dive
- Offer Letter – Final offer and next steps
Originally posted on Himalayas