Aftersales & Product Engineer

Aftersales & Product Engineer

Maxeon | melbourne, VIC, AU

Posted 13 days ago

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Description

boundary-pushing solar innovation, Maxeon designs, manufactures, and sells industry-leading SunPower branded solar products. Maxeon is Powering Positive Change every day with a brilliant, passionate and driven team of more than 5,000 people globally.

 

We push the boundaries, taking solar technology higher, faster, and farther than before.

We hold ourselves to a higher standard, striving for the highest integrity, safety, and quality.

We thrive together as a global team, embracing our diverse backgrounds to make a positive impact on the world. 

 

Join us in POWERING POSITIVE CHANGE™

 

 

BTP Aftersales & Product Engineer

 

SUMMARY OF ROLE

Maxeon is seeking an Aftersales & Product Engineer to support our recently announced SunPower One ecosystem and our integrated SunPower Reserve battery storage & hybrid string inverter solution.

 

If there is a problem in the field, this team is the last stop for field issue engineering resolution.  As an Aftersales & Product Engineer you will serve as a critical step in closed-loop learning for Maxeon, using and developing state-of-the-art analytical tools and methods to diagnose issues in the field, perform failure analysis on customer returns, validate degradation and failure models, communicate failure details and root cause to key stakeholders, and recommend resolution.

 

As part of the Aftersales function, you will be supporting the efficient running of the field services activity, monitoring that services are carried out in a safe an efficient manner and that levels agreements (SLA’s) metrics are met, maintaining our high levels of customer satisfaction.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

AFTERSALES:

  • Support the delivery, efficiency, and productivity of the field services activity, including providing input on scheduling & prioritization, caseload management and tracking SLA compliance
  • Provide field service technicians/electricians with necessary product and software training & evaluate their work
  • Follow up on open or unresolved field service cases, actively monitor resolution targets, and support the fulfill field service obligations.
  • Tier 3 Technical Issue Escalation Point, interfacing with customers/partners/ vendors/suppliers as the Subject Matter Expert (SME) for issue resolution for battery storage & hybrid string inverters
  • Define and implement new aftersales processes and standardize technical issue resolutions, deploying these across the global customer support teams
  • Reduce warranty liability costs by engineering & deploying the best cost solutions to solve customer issues
  • Improve Customer/Partner health metrics related to technical cases through closed loop learning with vendors and internals stakeholders
  • Regularly report statistical data, trends, significant events and milestones
  • Work closely with application engineering, training, quality, reliability and customer support teams to ensure high quality products and a world class customer experience
  • Complies at all times the Environment, Health and Safety and Quality standards, rules and regulations

 

PRODUCT ENGINEERING:

  • Conduct hands-on failure analysis and forensics on field failures/returns utilizing destructive and nondestructive testing and analytical techniques.
  • Perform experiments to re-create failures observed in the field, both in outdoor tests and in lab accelerated tests.
  • Provide clear and comprehensive failure analysis reports and present to internal teams responsible for design, manufacturing, quality, installation, and maintenance.
  • Provide design teams with recommendations for current and future generation product improvements based on field data analysis.
  • Troubleshoot, Investigate and effectively & efficiently engineer solutions to solve complex customer problems

 

QUALIFICATION REQUIREMENTS

 

  • BS degree in electrical engineering, energy technologies, or related field.
  • 7+ years’ experience in an engineering role (solar industry preferred) or 5+ years’ experience & MS degree.
  • Experience with energy storage products (batteries) &/or inverters is required.
  • Hands-on experience with failure analysis and materials characterization techniques (electrical testing and characterization, thermal imaging, root cause analysis).
  • Ability to think creatively learn and develop innovative solutions to electro/mechanical challenges involved with photovoltaic installations.
  • Experience creating Scopes of Work, troubleshooting or issue resolutions guides for maintenance or electrical services as well as troubleshooting
  • Experience with ticketing/case management systems including field service functions
  • Self-motivated, with ability to work both independently and with multiple teams.
  • Strong communication skills – Customer facing presentation skills and previous External sales support and client management experience preferred
  • Ability to work autonomously to meet multiple concurrent objectives and within an international team, with diverse cultures
  • English (mandatory)

 

OTHER:

 

  • Must be able to climb stairs and ladders to access rooftop solar sites.
  • Electrical & working at heights certification a plus
  • Must be able to lift 20kg solar panel.
  • Willingness to travel up to 30% domestic and some international (Europe).
  • Experience in PV / solar energy ecosystem, including storage and power electronics is a plus

 

 

Safety Compliance

Your safety is our number one priority at Maxeon. All our employees must complete regular workplace safety training and comply with our mandatory safety standards.

 

Equal Employment Opportunity

It is Maxeon’s policy to provide equal employment opportunity to all applicants and employees. Maxeon will not tolerate unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by national, local, state or federal laws or regulations.