Solv4ex
Senior Technical Support Representative
Richmond, British Columbia · Senior
Sponsorship not specified$72k-$80kDetected 13 hours ago
Data AnalysisHubSpotCRMExcelLogisticsProcess ImprovementCustomer SupportPower ElectronicsCommunicationCollaborationOrganizational SkillsMicrosoft OfficeNetSuiteRenewable Energy
About the role
- Discover Energy Systems (DES) is a fast-paced, high-growth energy storage solutions company that spun off from a 75-year-old industry leader.
- With ambitious goals to quadruple revenue over the next four years, DES is shaping the future of energy storage through innovation, precision, and strong customer relationships.
- If you're energized by execution, passionate about renewable energy, and excited by the chance to grow with a dynamic company that's shaping the future of clean energy, apply today!
Responsibilities
- Customer Technical Assistance - Provide front-line technical support via phone, email, and ticketing systems to distributors, installers, and OEM partners, assisting in commissioning, diagnosing, and resolving product, configuration, or performance issues.
- Case Escalation & Root Cause Analysis - Manage complex or recurring service cases, escalating to the Technical Service Manager or Engineering team with detailed analysis and supporting data.
- Product Knowledge & System Expertise - Maintain expert-level familiarity with DES product lines, including BMS, integrated inverters, and energy storage systems; stay current with firmware, compatibility, and configuration updates.
- Team Collaboration - Assist junior Technical Support Representatives and contribute to service process improvement initiatives and SOP development.
Requirements
- Over 2 years of experience in technical support or field service roles within lithium battery, solar, or power electronics industries.
- Over 2 years of experience in direct customer communication and interaction.
- Proficiency with diagnostic tools, data logging software, and communication protocols (CANbus, Modbus, RS485).
- Strong analytical, troubleshooting, and customer service skills with an ability to interpret and explain technical concepts clearly.
- Experience using CRM or service ticketing systems (e.g., NetSuite, HubSpot,)
- Experience using Microsoft office (e.g., Excel, Word, Teams) and basic data analysis skills (plotting/reading graphs)
- Candidates must be located in the Lower Mainland.
- The ideal candidate brings deep hands-on knowledge of lithium battery systems, power electronics, and energy storage applications, combined with strong communication skills and a customer-first mindset.
Nice to have
- Technical diploma or degree in Electrical, Mechatronics, or related engineering field (Bachelor's degree preferred).
Compensation
- $72,000-$80,000 annually, commensurate with experience and qualifications.
- Bonus: Eligible for an annual performance bonus of up to 10% of base salary.
Benefits
- Standard company benefits including health/dental coverage and paid time off.
- Eligible for an annual performance bonus of up to 10% of base salary.
- Training & Enablement - Support channel and customer education through product training sessions, installation best practices, and updates to service manuals and knowledge base materials.
Company info
- Customer Communication - Deliver timely, clear, and professional communication to customers throughout case handling, ensuring updates and expectations are managed effectively.
- Warranty Coordination - Evaluate warranty eligibility based on system data, guide customers through RMA procedures, and coordinate replacement logistics with operations.
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This listing is sourced directly from Solv4ex's careers page and normalized into a canonical job model.