Name: Technical Service Representative- Pika Energy

Req #: 53708

Location: TBD

Employment Type: Full Time

Shift: 1st Shift

Job Summary:

Maine-based Pika Energy, Inc. seeks a Technical Service Representative to join our existing team to expand support to our renewable energy installers and customers nationwide. The successful candidate will be friendly and patient, with a passion for learning and working with customers over the phone and resolving their technical issues. This position reports to Pika’s Director of Sales Operations and includes occasional work outside of normal business hours.

 

About Pika: Pika Energy, a division of Generac Power Systems, (NYSE: Generac) is a leading provider of clean energy products including smart battery systems, inverters, power converters, and building energy management solutions.  Pika combines the pace and energy of a tech startup with the resources of a fast-growing Fortune 1000 company. 

Generac is at the forefront of changing technologies offering the broadest range of power products from portable and home standby generators to solar storage and smart home energy management solutions. You’ll work for the power solutions leader in a market with incredible growth potential. This is your opportunity to launch an exciting career in Sales with Generac and Pika Energy. If you’re an aggressive seller looking for a competitive market, apply today!

Essential Duties and Responsibilities:

Duties and Essential Job Functions:

  • Expertly field incoming calls and emails from installers and end users
  • Respond to inquiries, concerns, and requests about Pika Energy products and services
  • Research and document solutions working with the Pika team
  • Follow and improve standard processes and procedures
  • Identify and escalate priority issues as required
  • Accurately process and record call transactions using a computer and designated tracking software including our Salesforce CRM
  • Use Pika’s solar site remote monitoring software to troubleshoot or even anticipate equipment issues
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and installers’ business
  • Organize ideas and communicate oral and written messages as appropriate
  • Organize and schedule follow-up calls and communications as needed.
  • Stay current at all times with Pika’s growing product line and associated information
  • Provide customer support across Levels 1 and 2 with escalation to Level 3:
    • Level 1 - decision trees and scripts including Pika system registration
    • Level 2 - troubleshoot technical issues (e.g. known warranty issues)
  • Successfully resolve warranty claims:
    • Determine customer eligibility for warranty coverage
    • Create proposals for warranty on known issue
    • Prepare return label
    • Build the brand through successful customer resolution
  • Monitor Level 1 errors
  • Deploy field updates
  • Create and update content:
    • FAQs, website updates, videos
    • integrating accessories
    • Scripts and decision trees

Qualifications, Knowledge, Skills, Abilities and Physical demands:

Minimal Qualifications:
  • Superior phone etiquette and clear, accurate speech and writing
  • Proficiency in writing and grammar via email
  • Knowledge of customer service principles and practices
  • Experience or aptitude to teach and explain how a complex technical products work
  • Excellent listening skills combined with an ability to ask clarifying questions
  • Multi-tasking capabilities
  • Ability to potentially work flexible hours
  • Effective communication to a wide range of technical backgrounds
  • Comfort explaining and converting units of measure
  • Ability to use basic electrical test equipment (ie multimeter)
  • Experience and aptitude for using various computer software tools (spreadsheets, scheduling tools and data processing)

Preferred Qualifications:
  • Knowledge and understanding of solar PV, battery products or other technical systems
  • Experience with Salesforce.com or other CRM systems
  • Direct experience with technical support development
  • Spanish language abilities (conversant to fluent helpful)
  • Basic knowledge and understanding of business IT needs and equipment (computers, phones, printers) including workstation setup, recommended upgrades and maintenance, and troubleshooting of occasional software or hardware problems.


Skills:
  • Proven self-starter: takes initiative and adapts to changes, recognizes and capitalizes on opportunities
  • Positive attitude, high-energy individual: identifies obstacles and tackles them to meet goals
  • Life-long learner: naturally inquisitive and curious 
  • Passionate advocate for clean energy and innovative technology
  • Comfortable adapting to the dynamic needs and priorities of a fast-growing company



Physical demands:
  • Based out of Pika headquarters in Westbrook, ME
  • Possible travel up to 10%
  • Must be able to sit or stand for the duration of a work day (8 hours)
  • Position requires occasional lifting and handling of equipment, not to exceed 50 pounds
  • Position requires use of headset/microphone
  • Occasional over-time potential



“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”