Solar Technician -- Service Agent

Solar Energy World, now a wholly owned subsidiary of Comcast Corporation, is a top-rated, award-winning regional solar panel installation company for residential property owners serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C.

Comcast has a long and successful history of acquiring, investing in and growing small companies. Solar Energy World has Comcast’s full backing and support as part of it’s new Energy Services business unit, and they are focused on expanding our reach, and fully supporting our dedication to in-house quality, integrity, and lasting value for every homeowner we serve. Because tomorrow matters.

Must Have:
** 3–5 years of experience in solar technical support, field service, or system monitoring.
** Minimum of 2 years hands on solar and storage field experience.  
** Strong understanding of residential solar PV and battery storage systems, including inverter operation, communication protocols, and grid interconnection.

Core Responsibilities

• Serve as the primary escalation point for complex or unresolved Tier I service cases. 
• Conduct in-depth troubleshooting of solar PV and battery systems, including inverter faults, communication errors, monitoring issues, and performance irregularities. 
• Use remote monitoring platforms (Enphase Enlighten, SolarEdge, Tesla, etc.) to assess system health, identify root causes, and recommend corrective actions. 
• Guide customers through advanced troubleshooting steps when safe and appropriate. 
• Work directly with manufacturer technical support teams to diagnose product-related issues and coordinate warranty claims or RMA processes. 
• Coordinate change request generation and tracking.
• Own escalated service cases through to resolution, maintaining proactive communication with customers throughout.
• Collaborate with Field Service Technicians to provide technical direction, pre-visit diagnostics, and post-visit verification. 
• Create, review, and update work orders to ensure all required information, materials, and tasks are clearly defined before dispatch. 
• Validate closure documentation to confirm issues were fully resolved before closing cases. 
• Partner with Installation, Commissioning, and Quality Assurance teams to identify root causes of recurring issues and recommend process improvements. 
• Provide feedback to Tier I Agents to enhance their troubleshooting skills and improve first-call resolution rates. 
• Contribute to the development of troubleshooting guides, internal documentation, and knowledge base articles. 
• Set up, configure, and maintain solar monitoring platforms and ensure accurate customer access. 
• Track system performance metrics and proactively identify underperforming systems.