Technical Support Technician

Phocos is a global leader that holds itself to the highest standards of engineering and innovation in the solar energy industry. With over 20-years of experience, Phocos designs and supplies high-quality power conversion and energy storage solutions that provide reliable power Anywhere, Anytime, and for Any-Grid. In a world where over 3 billion individuals lack access to reliable power, we have work to do, and we want you to join our team to help us provide world-class solutions to meet the world’s growing power demands while contributing to a decarbonized planet. 

Phocos is actively looking to hire a full-time Technical Support Technician to join our Product Development team situated in Tucson, Arizona. This dynamic team is dedicated to the development and support of a diverse product portfolio, consisting of solar charge controllers, hybrid inverters, and energy storage. As a Technical Support Technician, you will be responsible for providing advanced technical support to our customers as well as overseeing the process of warranty claims and repairs for our authorized distributors. Your role will also involve maintaining technical troubleshoot procedures and managing inquiries related to technical support.

Responsibilities: 

• Address technical inquiries from customers in the Americas region and adeptly troubleshoot issues, ensuring prompt and comprehensive communication concerning the progress and resolution of support tickets.
• Handle incoming calls and promptly respond to customer emails.
•  Thoroughly record all details of customer technical support matters using the HubSpot ticketing system, consistently updating the status of tickets during the support process.
• Collaborate with Sales teams by offering technical insight for sales inquiries, which includes aiding in product selection, evaluating system designs, and conducting in-depth product training for key clients.
• Extend support to the Inside Sales/Logistics departments, assisting with Quality Control processes and the preparation of outbound shipments as required.
• Occasionally engage in overnight travel, with an expected frequency of up to 10%.

Qualifications:

• Understanding of fundamental electrical theory for both AC and DC systems
• Prior background in an electronics-related field, preferably involving power electronics or Solar + Energy Storage
• Track record of providing technical support for sales activities.
• Proven aptitude in utilizing digital multimeters, power supplies, oscilloscopes, and similar testing equipment.
• String competency in THT/SMT soldering and system assembly.
• Effective cross-functional collaboration skills, including the ability to collaborate with global offices to achieve shared goals.
• Excellent communication skills, both written and verbal, tailored to a diverse range of internal and external stakeholders.
• Capacity to lift objects weighing up to 40 pounds.
• Fluency in English; proficiency in Spanish and Portuguese a plus.

What’s in it for you?

• Receive a competitive salary, with avenues for enhancing your professional growth.
• Generous vacation package including 3 weeks PTO, 3-days Sick Time, 14 holidays, AND the last week in December company closure paid.
• Fantastic benefits including among others employer paid short term disability & IRA with 100% employer match.
• Family/pet friendly, wellness-oriented employer.
• Flexible scheduling; hybrid opportunities.
• The opportunity to work amongst some of the smartest people in the industry to make the world a better place!