Installer Technical Support

Installer Technical Support - Mountain View, CA

As a Lunar Installer Technical Support agent you will be playing a critical role in supporting our installation partners in the field.  The role is primarily based in our Mountain View, CA HQ, where you will proactively support our installation partners and the Lunar Field Service Engineer in front-line technical field support and coordination, ensuring a consistent high-level of quality and client satisfaction. 

This role requires collaboration across functional groups to develop a technical and industry leading training program. The program aims to ensure quality installations, troubleshoot issues in the field,perform advance service diagnosis and resolution, resolve technical design issues, and model safe working practices. This is a role that requires sound technical judgment and creative problem solving skills to support the field operations of our installation partners.  You will be able to work independently, but also as part of a team with highly developed collaboration and communication skills and a willingness to go above and beyond to serve our customers.  Ideal candidates are outgoing, enjoy interacting with people, and have a passion for solving problems.

Lunar Energy was founded to power homes around the world with endless clean energy. We’re a fast-growing, global company building brilliantly-designed  energy products to electrify all homes and connect communities to form clean, resilient virtual power plants. The Lunar System includes a complete ecosystem of battery storage, solar generation and load control, while supporting an open control philosophy to maximize value of distributed energy assets. 

 

On a given day at Lunar, you’ll likely…

• Serve as a subject matter expert on the installation of all Lunar products, starting with the Lunar System. 
• Work closely with other Lunar internal teams and our installer partners to troubleshoot and resolve technical field issues in a timely manner, ensuring high quality installations and customer satisfaction.
• Troubleshoot and perform root-cause analysis, both remotely and on-site. 
• Provide lab, off-site and on the job training and up-training for Lunar installation partners and other internal staff.
• Interpret data and report on key metrics, providing insight and suggestions for improvement.
• Help identify areas of most common installer errors or system issues, and propose training, design, software, and/or hardware that can mitigate these.
• Take ownership of issues or questions and escalate problems to the appropriate persons and follow up accordingly with the customer.
• Maintain close relationships with partner teams, owning every interaction and following through to completion.

• Use internal software to communicate with installation partners via phone, live-chat or email, ensuring correct categorization and definition of issues, and correct use of internal support systems (i.e. Tier 3 escalation tickets, RMA tickets etc.).

 

Desired Skills:

• Degree in engineering or applicable equivalent technical field experience.
• 5+ years of relevant industry experience and knowledge in the design and installation of residential solar, battery and/or EV charging products.
• Must maintain a clean driving record with the ability to pass a driving background check. 
• Valid state or local Electrical Journeyman certification or license preferred
• Knowledge of the NEC and applicable codes and standards.
• Ability to interpret single line drawings and technical specifications for PV (required), ESS (required) and EVSE (desired) systems.
• Ability to read graphs with device telemetry and spot anomalies in large data sets.
• Understands interconnection activities and basic construction principles.
• Adheres to company safety policies and procedures including ability to identify and report safety hazards, and the ability to encourage others to work safely.
• Excellent written and verbal communication and presentation skills 
• Proficiency in Microsoft Office and / or G-Suite with ability to create and use spreadsheets, word document and presentations
• Ability to work within a high-performance, cross-functional organization with extremely tight timelines and aggressive goals.
• Willingness to work non-routine work hours (including weekends and public holidays) when required
• Willingness to travel locally and nationally to visit sites and partner premises, for troubleshooting and training

 

Benefits:

We’re dedicated to creating a remarkable employee experience. At Lunar, competitive base pay is one part of our total compensation package. Lunar employees also have the opportunity to become Lunar shareholders by getting equity in a fast-growing company and participating in our employee stock program.

Additional benefits include: 

• Medical, dental, and vision insurance for employees and dependents
• Flexible Paid Time Off plus 10 paid holidays
• Tax deferred 401(k) plan 
• Paid parental leave for all full time employees including 12 weeks paid parental leave for the birthing mother and 6 weeks paid parental leave for the non-birthing parent 
•  Subsidized EV charging and pre-tax commuter benefits
• Cell Phone stipend 

Our DE&I Philosophy: Lunar Energy is an equal opportunity employer. We are committed to attracting, developing and retaining diverse talent by supporting an inclusive workplace. Lunar recruits, hires, trains, promotes, compensates, and administers all personnel actions without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law.

Our Compensation Philosophy: Our goal is to ensure that all Lunar Energy employees are fairly compensated. Please note that the salary range information that follows is a good faith estimate for this position provided pursuant to the Pay Transparency for Pay Equity Act for California applicants. The salary range estimate for this position depending on level of experience is: $70,000 - $130,000 USD.

The actual offer, reflecting the total compensation package & benefits, will be at the company’s sole discretion, and determined by factors including but not limited to years of experience, job level, geographic location, and other relevant business considerations. The company also reserves the right to amend or modify this job description, employee perks, and benefits at any time.

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Last updated on Aug 19, 2024