Customer Support Engineer

Location:

Mexico City, Mexico

Business:

Energy Systems

Position type:

Full Time

Contract type:

Permanent Employee

Job ID:

6861

Overview

About us

We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About the role

GreenPowerMonitor, a DNV company, is at the heart of global energy transformation. We utilize data-driven digital solutions to optimize the performance of renewable energy installations worldwide. Our work contributes to a more diverse, more sustainable global energy mix.

Are you passionate about providing technical support to customers and helping them turn their challenges into success stories? Can you envision yourself as the go-to expert for clients, ensuring their satisfaction at every step? Then, embrace this opportunity to work with cutting-edge technologies in the renewable energy industry. Join us as a Customer Service Engineer. Together, we can drive a greener tomorrow!

You will join Cloud Solutions, where we design, develop, and operate the best-in-class cloud-based platform for renewable energy assets such as wind, solar, and storage. Our expertise lies in delivering modular digital solutions and advanced analytics, enabling both our internal and external customers and strategic partners to seamlessly consume and produce innovative data-driven solutions and services. Our goal is to empower asset owners and managers in remote monitoring, performance assessment, predictive diagnostics, and operational optimization of their diverse renewable energy portfolio.

What to expect?

As a Customer Support Engineer, you will act as the primary contact for our customers worldwide, providing technical support on our cloud solutions designed to monitor renewable energy assets. You will manage different key customers, with large renewable energy sites critical to GPM.

This is an exciting opportunity to build a global network, as you will be joining our Mexico team and coordinating with the rest of the Customer Success team based in Europe, the US, Chile, Japan, and Australia.

This role will report to our DNV office in Mexico City, MX. We present a dynamic hybrid schedule, where employees typically spend three (3) days per week working from a DNV office or client location/site. Further details regarding role-specific requirements will be shared during the interview process.

What You’ll Do

Build and maintain long-term relationships with key customers (main stakeholders)

Manage the requests and incidents reported by customers and coordinate with cross-functional internal teams to deliver a solution

Provide technical assistance through emails and calls

Suggest improvements in the GPM platforms (GPM Portal, GPM Plus, GPM SCADA) on the new features that the product should have

Detect errors and support the improvement of quality

Manage internal documentation and analyze data

What we offer

Vacation bonuses pay

Group health insurance plan

Group retirement plan with company match

Education reimbursement program

Company-provided life insurance plan

Food Vouchers

Flexible work schedule with hybrid opportunities

Benefits may vary based on position, tenure, location, and employee election

DNV is a proud equal-opportunity employer committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

About you

What is required

As a person, you have exceptional customer-facing abilities encompassing effective communication, active listening, empathy, and the capacity to troubleshoot and resolve issues promptly and professionally. You thrive as a team player, adept at collaborating seamlessly with cross-functional teams. Moreover, you are proactive with a self-learning attitude. Your strong organizational and planning skills empower you to prioritize tasks effectively.

To thrive and succeed, we expect you to have:

Bachelor's degree in a technical field such as Renewable Engineering, Electronics or Electrical Engineering, Information Systems Management, or similar

A minimum of two years' of experience providing support to customers on technical matters, gained through roles like Helpdesk, Customer Service, Technical Sales, Technical Support, and/or similar

Network Engineering knowledge/experience: Familiarity with communication networks and dataloggers, industrial communication protocols, and troubleshooting

Good Microsoft Excel skills

Preferred Knowledge/experience in renewable energies (mainly Solar PV and Storage )

Preferred Knowledge in SQL Databases

Strong written and verbal English communication skills

We conduct pre-employment background screening

Immigration-related employment benefits, for example, visa sponsorship, are not available for this position

Resumes should be submitted in English to be considered

Benefits

Please note, benefits may depend on your contract type, please confirm with your recruiter.

Profit Share

You’ll be part of our global profit share scheme that means we all share in our success as a business. If we profit, so do you. This will be part of our Total Compensation approach each year and depends on our year-end results.

Insurance

Taking care of you with travel, life, and accident insurance.

Pension Schemes

We care about your long-term financial security and prioritize pension and retirement benefits to reflect our caring values.

Professional Development

We believe in the 70/20/10 learning model, where 70% of your learning comes from performing your everyday tasks and working on different projects, new areas and initiatives to gain new skills. 20% from working with others and mentoring and the rest from formal education.

Hybrid Working

Adapting to the changing world of work around the world.

Purpose-led organization

You become part of a world-leading company where we know and live our purpose; to safeguard life, property, and the environment, with the opportunity to tackle global change through your work.

Supportive and caring culture

We offer opportunities to connect through social and professional networks. Our largest community CONNECT, organizes after-work events and informal meetings throughout the year.

Attractive rewards

We focus on work/life balance and offer employees flexible working hours and workplace, annual vacation allowance, competitive pension, insurance, and a global profit share scheme.

Diversity, Equity and Inclusion

At DNV, our commitment to Diversity, Equity, and Inclusion is not only an ethical choice, but also a business decision.

Diversity, fairness, and a sense of belonging are a source of strength for our people, our business, and our customers, and help us to deliver on our purpose, vision, and values.

Working here

Since 1864 we’ve been dedicated to safeguarding life, property and the environment. Today we remain at the forefront of new technologies and techniques to help our customers transform for a more sustainable future.

At DNV you can expect to deliver career and industry defining work. You’ll be given the time to build your network, the resources to support your development, and the freedom to satisfy your curiosity and desire to learn.