Service Calls Technician

About Us and Why We’re Hiring At Terra Energy, we are passionate about accelerating the transition to clean, renewable energy. We specialize in delivering high-quality solar energy solutions that help homeowners and businesses reduce their energy costs while making a positive impact on the environment. Our success is built on a commitment to exceptional customer service, operational excellence, and a team-first culture. As we continue to grow, we are looking for talented professionals who thrive in fast-paced environments, enjoy solving problems, and take pride in creating outstanding customer experiences. We believe that every interaction matters. From the initial installation to ongoing system support, our goal is to provide customers with the confidence that their investment is backed by a responsive and knowledgeable team dedicated to their success. The Role As a Service Calls Coordinator, you will play a vital role in ensuring our customers receive exceptional support throughout the lifecycle of their solar energy systems. You will serve as the primary point of contact for service-related inquiries, helping customers navigate issues, coordinating solutions, and ensuring every case is handled with professionalism, urgency, and attention to detail. In this role, you will manage incoming service requests, perform initial troubleshooting, create and maintain service tickets, and coordinate with field technicians, monitoring teams, manufacturers, and internal departments to drive timely resolutions. You will be responsible for keeping customers informed throughout the process, managing expectations, and ensuring a positive customer experience even when complex issues arise. Success in this position requires strong communication skills, excellent organizational abilities, a customer-first mindset, and the ability to manage multiple cases simultaneously in a fast-paced environment. The ideal candidate enjoys problem-solving, thrives under pressure, and takes ownership of seeing issues through to completion. This is an excellent opportunity for professionals with backgrounds in customer service, technical support, help desk, dispatching, logistics coordination, operations, or service management who are looking to grow their careers within the renewable energy industry while making a meaningful impact on customer satisfaction and operational excellence. What You’ll Be Doing Serve as the primary point of contact for customers reporting service-related concerns, system issues, or warranty requests. Receive and manage inbound calls, emails, and support tickets while providing a professional and customer-focused experience. Gather and document relevant information to accurately assess and track service requests. Perform initial troubleshooting and basic diagnostics using monitoring platforms, system data, and established procedures. Create, update, and maintain detailed service tickets, ensuring all customer interactions and actions are properly documented. Coordinate service appointments between customers and field technicians to ensure timely issue resolution. Communicate effectively with internal teams, installers, manufacturers, and service partners to facilitate case resolution. Monitor open service requests and proactively follow up to ensure cases move efficiently through the resolution process. Keep customers informed by providing regular status updates and managing expectations throughout the service lifecycle. Escalate complex technical or operational issues to the appropriate departments when necessary. Assist with warranty claims, equipment replacements, and service-related documentation. Maintain accurate records and ensure all service activities comply with company processes and quality standards. Identify recurring issues and communicate trends that may help improve operational efficiency and customer satisfaction. Support a fast-paced environment by managing multiple cases simultaneously while maintaining a high level of accuracy and responsiveness. Contribute to delivering an exceptional customer experience that reflects Terra Energy's commitment to quality, reliability, and service excellence. What We’re Looking For We're looking for a proactive, customer-focused professional who thrives in a fast-paced environment and enjoys solving problems. The ideal candidate is highly organized, communicates effectively, and takes ownership of issues from initial contact through resolution. If you're someone who enjoys helping customers, coordinating moving pieces, and ensuring nothing falls through the cracks, we'd love to meet you. Required Qualifications 2+ years of experience in Customer Service, Technical Support, Help Desk, Service Coordination, Dispatch, Operations, or a related field. Excellent verbal and written communication skills in English. Strong customer service skills with the ability to handle challenging situations professionally and empathetically. Ability to manage multiple priorities