Customer Support Representative

Job Title: Hybrid Inverter Service Support Engineer

Company: Yukinova
Department: Service / Technical Support
Location: NSP, Delhi
Employment Type: Full-Time

Job Summary:
We are looking for a Hybrid Inverter Service Support Engineer who will provide technical support from our NSP office. The candidate will handle customer complaints, dealer support, remote troubleshooting, service coordination, and technical guidance for hybrid solar inverters, lithium batteries, and related solar power systems.

Key Responsibilities:

1. Provide technical support to customers, dealers, distributors, and field service teams from the NSP office.
2. Handle service complaints related to hybrid inverters, lithium batteries, BMS, solar panels, wiring, grid charging, backup, overload, communication failure, and system shutdown.
3. Troubleshoot issues remotely through phone calls, WhatsApp, video calls, photos, and service reports.
4. Guide customers, dealers, and electricians for correct installation, wiring, configuration, and usage of hybrid inverter systems.
5. Coordinate with field service engineers for site visits, complaint updates, and closure reports.
6. Maintain proper records of complaints, warranty cases, replacements, repair status, and service history.
7. Prepare daily service reports and update complaint status in the CRM/service system.
8. Support the R&D and quality team by reporting repeated product issues and field failure patterns.
9. Explain inverter settings, battery compatibility, communication settings, app setup, and basic troubleshooting steps to customers and dealers.
10. Ensure timely follow-up with customers and dealers until the complaint is resolved.

Required Skills:

- Good knowledge of hybrid solar inverters, lithium batteries, BMS, MPPT, grid charging, solar charging, and load management.
- Understanding of AC/DC wiring, earthing, MCB, DCDB, ACDB, solar panels, and battery connections.
- Ability to read wiring diagrams, manuals, datasheets, and fault codes.
- Good communication skills for customer and dealer handling.
- Strong problem-solving ability and patience while handling technical complaints.
- Basic knowledge of RS485, CAN, Wi-Fi, Bluetooth, and inverter monitoring apps.
- Comfortable working on CRM, Excel, WhatsApp, and service reporting tools.

Qualification:

- ITI / Diploma / B.Tech in Electrical, Electronics, or related field.
- Minimum 1–3 years of experience in inverter, solar, UPS, battery, or power electronics service support.
- Experience in hybrid inverter and lithium battery support will be preferred.

Important Requirement:

This is an office-based role. The candidate will provide support from the NSP office only. Field visits are not required, but the candidate must coordinate with field service engineers and dealers for complaint resolution.