Technical Support Engineer

Salary: £28,000 - £30,000 per annum

Solarfix NI Ltd is a leading solar PV installer based in Mallusk, County Antrim, covering all of Northern Ireland. With a significant share in both domestic and commercial solar markets, we are known for our commitment to quality, customer service, and innovative design. Our partnerships with industry-leading manufacturers like Puredrive, SolarEdge, Tesla, and Qcells, along with a strong focus on integrity, positivity, professionalism, and quality, have driven our rapid growth. Currently, we have a turnover of over £5 million per year with 12 staff, and we are ambitiously planning to expand exponentially in the next five years.

Location of job: Office based in Mallusk & site based across NI, occasionally ROI & UK

Hours of Work: 8am – 4pm Monday to Thursday and 8am- 3pm Friday

Benefits: In addition to your salary, you will receive:
Fully expensed company van, Mobile phone and laptop
Private healthcare for employees and family
Free on site car parking
32 days holiday (including statutory holidays)

About The Role

We are currently seeking a dynamic and proactive Technical Support Engineer to join our team, due to our expanding presence in the domestic solar, battery storage, and EV markets. This role is essential in enhancing customer satisfaction and driving quality improvements in our domestic services.

Key Responsibilities:

Customer Support and Technical Issue Resolution:

• Provide prompt responses and effective solutions to technical issues experienced by clients.
• Ensure minimal disruption and maintain high customer satisfaction levels.

Role Distribution:

• Approximately 30% office-based work in Mallusk.
• Around 70% field work, visiting domestic properties across Northern Ireland.

Technical and On-site Services:

• Diagnose and resolve issues, involving both remote investigations and on-site visits.
• Replace faulty equipment and perform necessary tests as required by manufacturers.
• Manage the Return Merchandise Authorization (RMA) process for equipment replacements.

Client and Internal Communication:

• Keep clients, colleagues, manufacturers, and CRM system updated throughout the fault resolution process.
• Liaise with accounts department and clients regarding non-warranty covered equipment.

Quality Improvement and Monitoring:

• Identify trends in manufacturing or installation errors by monitoring recurring faults.
• Report findings to improve overall service quality.

Additional Responsibilities:

• Assist clients with connectivity issues and app logins.
• Perform light installation work for add-on devices like EV chargers, storage batteries, and hot water diverters.
• Occasionally assist with domestic installations and commissioning of new products, following manufacturer training.

Any other duties as deemed necessary by Management

This role offers a rewarding opportunity to maintain our reputation for outstanding customer service in the domestic solar and EV markets, requiring both technical expertise and a strong focus on customer satisfaction.

Required Criteria

• City & Guilds 2382-18 18th Edition electrical qualification (or 17th Edition with willingness to update).
• City & Guilds 2399-11 Solar PV Installation course (or willingness to complete upon employment).
• Full clean driving license.
• Excellent time management, organizational skills, and computer proficiency.
• Good knowledge of internet connectivity, LAN, and Wifi.
• Problem-solving skills, decision-making ability, and a positive attitude.
• Experience in teaching installation staff and managing own calendar.
• Willing to complete Access NI clearance.
• Knowledge of domestic wiring, earthing systems, and fault finding.
• Valid CSR card (or willingness to attain).
• Willingness for extensive manufacturer training and occasional travel for trade shows or overnight stays.

Desired Criteria

• Experience in installing solar, battery storage, or EV products.
• Familiarity with CRM systems like Salesforce.
• Good geographical knowledge of Northern Ireland.
• Working at Heights, MWEP, and Telehandler qualifications.
• Experience in dealing with manufacturers on RMA processes.

Skills Needed

Establishing Rapport With Clients, Prioritisation, Electrical repairs

Salary

£28,000.00 - £30,000.00 per year