About Sustain
Sustain is a rapidly growing renewable energy company specialising in solar PV, battery storage and other low-carbon technologies. We install hundreds of renewable energy systems every year and are committed to providing our customers with an outstanding experience from their initial enquiry through to installation and aftercare.
As our customer base continues to grow, we are looking for a Solar Technical Support Engineer to join our aftercare team and help us deliver a first-class service to customers following their installation.
The Role
We are looking for someone with practical experience of solar remote monitoring systems, particularly Fox ESS inverters and battery systems, who is confident working through customer aftercare issues and coordinating solutions.
You will be responsible for managing a pipeline of aftercare support tickets, investigating issues remotely, working with manufacturers where required, and making sure customers are kept informed throughout the process.
Where an issue cannot be resolved remotely, you will coordinate an engineer revisit, ensuring the appointment is booked, tracked and completed, while maintaining clear communication with the customer.
The successful candidate will combine solar industry knowledge, strong problem-solving skills and excellent customer service.
Key Responsibilities
- Manage and work through a pipeline of solar and battery aftercare support tickets.
- Use remote monitoring platforms to identify and investigate system issues.
- Have a strong working knowledge of Fox ESS inverter and battery products.
- Carry out or coordinate firmware upgrades remotely where appropriate.
- Monitor inverter and battery performance and identify potential faults or issues.
- Liaise directly with Fox ESS/manufacturer technical support teams to troubleshoot and resolve faults.
- Clearly document investigations, actions and outcomes against customer tickets.
- Speak with customers to understand issues and explain solutions in a clear, reassuring and professional manner.
- Identify when an issue requires an engineer revisit and arrange the appropriate appointment.
- Track engineer revisits through to completion and ensure outstanding actions are followed up.
- Keep customers updated throughout the aftercare process, particularly where resolution may take time.
- Work closely with the installation, operations and customer service teams to resolve issues efficiently.
- Escalate recurring or serious technical issues to the appropriate internal team.
- Help identify trends in faults and aftercare issues so that we can continually improve our installation and customer experience.
- Ensure all customer records and ticket information are kept accurate and up to date.
What We're Looking For
Essential:
- Previous experience within the solar PV industry.
- Experience using remote monitoring platforms for solar PV and battery systems.
- Specific experience with Fox ESS inverters and batteries is highly desirable and ideally essential.
- Understanding of common inverter, battery and monitoring issues.
- Experience carrying out or coordinating firmware updates/upgrades.
- Confident communicating with manufacturer technical support teams.
- Excellent customer service and communication skills.
- Strong organisational skills and the ability to manage multiple customer cases simultaneously.
- Ability to investigate problems methodically and identify the appropriate next action.
- Comfortable using CRM, ticketing or job management systems.
- Strong attention to detail and accurate record keeping.
Desirable:
- Experience working with other inverter/battery manufacturers.
- Experience within a solar installation company's aftercare or technical support team.
- Familiarity with Fox ESS monitoring and commissioning processes.
- Experience coordinating engineer revisits or field service appointments.
The Person
We're looking for someone who is organised, proactive and customer-focused.
You don't need to be an electrical engineer or someone who wants to spend their days on roofs or carrying out installations. Instead, you need to understand solar systems, be comfortable using remote monitoring tools and have the ability to work out what needs to happen next when something isn't working as expected.
You'll be dealing with customers who may be frustrated because their system isn't performing as expected, so being able to take ownership of an issue, communicate clearly and see it through to resolution is extremely important.
You'll also need to be comfortable picking up the phone, speaking to manufacturers and engineers, chasing outstanding actions and making sure nothing gets lost in the aftercare pipeline.
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
Work authorisation:
- United Kingdom (required)
Work Location: In person
