📍 Job Overview

Job Title: Customer Support Specialist 2nd Line
Company: SMA Solar Technology AG
Location: Mechelen, Flanders, Belgium
Job Type: Full-Time
Category: Technical Support & Customer Service
Date Posted: July 11, 2025
Experience Level: 0-2 years
Remote Status: On-site (Mechelen, Belgium)

🚀 Role Summary

Provide remote second-level technical assistance to B2B customers for complex PV and storage systems.
Diagnose and recover failures remotely using business applications and manage service cases through Salesforce.
Collaborate with the service manager and support the SMA team in maintaining high customer satisfaction.
Contribute to the continuous improvement of support processes and customer experience.

📝 Enhancement Note: This role requires a strong problem-solving attitude and excellent communication skills to provide effective technical support to customers. Familiarity with the photovoltaic sector and relevant technical knowledge will be essential for success in this position.

💻 Primary Responsibilities

Remote Technical Support: Provide remote assistance to customers via telephone, email, online service center, and remote tools for complex PV and storage systems.
Fault Diagnosis & Recovery: Diagnose and resolve technical issues, failures, and anomalies in SMA products remotely.
Service Case Management: Create, manage, and follow up on service cases through the Salesforce system, ensuring accurate and timely resolution of customer issues.
Board Swap Support: Provide support for board swap operations to Solar Partners and advanced installers.
Reporting: Prepare and submit reports on support activities, customer feedback, and system performance.
Continuous Learning: Keep up-to-date with the latest SMA products, technologies, and best practices through constant training and refresher courses.

📝 Enhancement Note: This role requires a high level of technical proficiency and the ability to work independently. Strong organizational skills and attention to detail are essential for managing service cases and ensuring customer satisfaction.

🎓 Skills & Qualifications

Education: A diploma or degree in energy, electrical, electronic, electrotechnical fields, or IT networks is required. Relevant work experience may be considered in lieu of formal education.

Experience: Proven experience in a similar technical support role, preferably within the photovoltaic or related industry, is preferred.

Required Skills:

High problem-solving ability and customer orientation
Excellent communication skills in Dutch, French, and English
Strong analytical skills and attention to detail
Ability to understand technical aspects related to energy and photovoltaic management
Well-organized, efficient, autonomous, precise, and reliable
Positive spirit, flexibility, and good resistance to stress

Preferred Skills:

Knowledge of Salesforce or similar CRM systems
Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop)
Experience with board swap procedures and processes

📝 Enhancement Note: Candidates with relevant experience in the photovoltaic sector or a strong technical background will be well-positioned for success in this role. Familiarity with relevant software tools and support processes is also beneficial.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills through case studies or examples of resolved technical issues.
Showcase your ability to manage and resolve complex service cases, highlighting your attention to detail and organizational skills.
Highlight your communication skills by providing examples of successful customer interactions or feedback.

Technical Documentation:

Provide documentation or examples of your work, such as resolved service cases, technical reports, or process improvements.
Include any relevant certifications or training completed, demonstrating your commitment to continuous learning.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, providing examples of your problem-solving skills, technical knowledge, and customer support experience can strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €25,000 and €35,000 per year, based on the average salary for a Technical Support Specialist in Belgium and the required qualifications for this position.

Benefits:

Competitive salary and benefits package
Opportunities for professional development and growth within the company
A dynamic and international work environment in the renewable energy sector
The chance to work for a leading global specialist in photovoltaic system technology

Working Hours: The standard workweek is 40 hours, with flexibility for deployment windows, maintenance, and project deadlines as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's qualifications and experience. The benefits package may include health insurance, retirement plans, and other perks, but the specific details are not provided in the job listing.

🎯 Team & Company Context

🏢 Company Culture

Industry: SMA Solar Technology AG is a global leader in the renewable energy sector, specializing in photovoltaic system technology. The company operates in a dynamic and innovative market, focusing on sustainability and clean energy solutions.

Company Size: SMA is a large, multinational organization with a strong global presence. This size offers opportunities for career growth, diverse learning experiences, and exposure to various markets and technologies.

Founded: SMA was founded in 1981 and has since grown to become a leading provider of PV inverters, monitoring systems, and energy storage solutions.

Team Structure:

The technical support team consists of first- and second-line support specialists, working together to provide comprehensive customer assistance.
The team collaborates closely with other departments, such as sales, marketing, and product management, to ensure customer satisfaction and drive business growth.

Development Methodology:

SMA follows a structured, process-driven approach to technical support, ensuring consistent and high-quality customer service.
The team uses business applications, such as Salesforce, for troubleshooting management and service case tracking.
Continuous improvement and regular training sessions help the team stay up-to-date with the latest products, technologies, and best practices.

Company Website: https://www.sma.de/en.html

📝 Enhancement Note: SMA's focus on innovation, sustainability, and customer satisfaction creates an engaging and challenging work environment for technical support specialists. The company's large size and global presence offer numerous opportunities for career growth and professional development.

📈 Career & Growth Analysis

Technical Support Career Level: This role is a second-line technical support position, requiring strong technical proficiency and problem-solving skills. The primary responsibility is to provide remote assistance to customers, diagnose and resolve technical issues, and manage service cases.

Reporting Structure: The Customer Support Specialist 2nd Line reports directly to the Service Manager and collaborates with other support team members, as well as cross-functional departments, to ensure customer satisfaction and drive business growth.

Technical Impact: In this role, you will directly influence customer satisfaction by providing effective and efficient technical support. Your ability to resolve complex issues and manage service cases will have a significant impact on the company's reputation and business success.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to senior technical support roles, team leadership positions, or specialized technical positions within the company.
Technical Skill Development: Continuous learning and staying up-to-date with the latest SMA products, technologies, and best practices will help you develop your technical skills and expand your knowledge base.
Cross-Functional Collaboration: Working with various departments, such as sales, marketing, and product management, can provide valuable insights into other aspects of the business and open up opportunities for career growth.

📝 Enhancement Note: This role offers a solid foundation for a career in technical support and customer service within the renewable energy sector. With strong performance and a commitment to continuous learning, candidates can expect opportunities for career growth and professional development.

🌐 Work Environment

Office Type: SMA's Mechelen office is a modern, collaborative workspace designed to foster innovation and productivity. The office is equipped with state-of-the-art technology and tools to support the team's work.

Office Location(s): The primary office location for this role is Mechelen, Belgium. However, remote work may be considered for the right candidate, with occasional on-site presence required for training, meetings, and team-building activities.

Workspace Context:

Collaborative Environment: The office encourages cross-functional collaboration and teamwork, with open spaces and dedicated meeting areas for brainstorming and problem-solving.
Technical Tools & Equipment: The workspace is equipped with the necessary tools and equipment for remote technical support, such as high-speed internet connections, remote support software, and access to relevant databases and documentation.
Flexible Work Arrangement: SMA offers flexible work arrangements, including remote work and flexible hours, to support work-life balance and accommodate individual needs.

Work Schedule: The standard workweek is 40 hours, with flexibility for deployment windows, maintenance, and project deadlines as needed. The work schedule may vary depending on customer support needs and business demands.

📝 Enhancement Note: SMA's work environment fosters collaboration, innovation, and continuous learning, providing an engaging and supportive atmosphere for technical support specialists to thrive.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess your communication skills, technical knowledge, and cultural fit with the company.
Technical Assessment: A hands-on technical assessment or case study to evaluate your problem-solving skills, diagnostic abilities, and understanding of SMA products and technologies.
Behavioral Interview: A structured interview focused on your problem-solving approach, customer service skills, and ability to work effectively in a team environment.
Final Interview & Offer: A final interview with the hiring manager or a panel of SMA representatives to discuss your fit for the role and make a job offer.

Portfolio Review Tips:

Highlight your problem-solving skills and customer support experience through case studies or examples of resolved technical issues.
Showcase your ability to manage and resolve complex service cases, demonstrating your attention to detail and organizational skills.
Include any relevant certifications or training completed, demonstrating your commitment to continuous learning.

Technical Challenge Preparation:

Familiarize yourself with SMA products, technologies, and support processes.
Brush up on your technical knowledge and problem-solving skills, focusing on the photovoltaic sector and relevant software tools.
Prepare for behavioral interview questions by reflecting on your past experiences and accomplishments in technical support and customer service roles.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Customer Support: Technical Support, Customer Service, Customer Orientation, Problem Solving, Remote Support, Customer Satisfaction
Languages: Dutch, French, English
Tools & Software: Salesforce, Remote Support Tools (e.g., TeamViewer, Remote Desktop), CRM, Ticketing Systems
Industry: Photovoltaic, Renewable Energy, Energy Management, Solar Technology
Skills: Analytical Skills, Attention to Detail, Organizational Skills, Efficiency, Autonomy, Precision, Reliability, Flexibility, Stress Resistance

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, problem-solving abilities, and cultural fit with the company. By preparing thoroughly and showcasing your relevant experience and skills, you can increase your chances of success in the application and interview process.

🛠 Technology Stack & Web Infrastructure

Support Tools & Software:

CRM: Salesforce (or similar CRM systems)
Remote Support Tools: TeamViewer, Remote Desktop, or similar remote access software
Troubleshooting & Diagnostic Tools: SMA-specific tools and software for diagnosing and resolving technical issues in SMA products

📝 Enhancement Note: While this role does not directly involve web development or server administration, familiarity with relevant software tools, such as Salesforce and remote support tools, is essential for success in this position.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Put the customer first in all interactions and strive to provide exceptional service and support.
Problem Solving: Approach technical challenges with a proactive and persistent attitude, committed to finding effective solutions.
Continuous Learning: Stay up-to-date with the latest SMA products, technologies, and best practices to provide accurate and informed support.
Collaboration: Work closely with team members and cross-functional departments to ensure customer satisfaction and drive business growth.

Collaboration Style:

Cross-Functional Integration: Collaborate with various departments, such as sales, marketing, and product management, to ensure customer satisfaction and drive business growth.
Code Review Culture: Although not directly applicable to this role, SMA fosters a culture of continuous improvement and learning, with regular training sessions and knowledge-sharing opportunities.
Knowledge Sharing: Share your technical expertise and experiences with team members and other departments to contribute to the company's collective knowledge and success.

📝 Enhancement Note: SMA's customer-focused culture and commitment to continuous learning create an engaging and supportive work environment for technical support specialists. The company's emphasis on collaboration and cross-functional integration fosters a dynamic and innovative atmosphere.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Technical Issues: Diagnose and resolve complex technical issues in SMA products remotely, requiring strong problem-solving skills and technical proficiency.
Customer Expectations: Manage customer expectations and ensure high levels of satisfaction by providing accurate and timely support and communication.
Process Improvement: Identify opportunities for process improvement and contribute to the continuous enhancement of support services and customer experience.

Learning & Development Opportunities:

Product Training: Stay up-to-date with the latest SMA products, technologies, and best practices through regular training sessions and continuous learning opportunities.
Industry Conferences & Events: Attend relevant industry conferences, workshops, and events to expand your knowledge and network within the photovoltaic sector.
Mentorship & Leadership Development: Seek mentorship opportunities from experienced team members and develop your leadership skills through team management and architecture decision-making experiences.

📝 Enhancement Note: This role presents numerous technical challenges and opportunities for growth and development. By embracing these challenges and committing to continuous learning, candidates can expect to gain valuable experience and advance their careers in the technical support and customer service field.

💡 Interview Preparation

Technical Questions:

Product Knowledge: Demonstrate your understanding of SMA products, technologies, and support processes through detailed and accurate responses to technical questions.
Problem-Solving Scenarios: Present clear and logical approaches to resolving complex technical issues, showcasing your analytical skills and attention to detail.
Customer Service Scenarios: Describe your experience with customer service and support, highlighting your ability to manage customer expectations and ensure high levels of satisfaction.

Company & Culture Questions:

Company Values: Explain how your personal values align with SMA's customer-focused culture and commitment to continuous learning and improvement.
Team Dynamics: Discuss your experience working in a team environment and your ability to collaborate effectively with cross-functional departments.
Adaptability: Describe your ability to adapt to new technologies, processes, and customer needs, demonstrating your flexibility and willingness to learn.

Portfolio Presentation Strategy:

Case Studies: Present detailed case studies of resolved technical issues, highlighting your problem-solving skills, attention to detail, and customer service abilities.
Process Improvement: Describe any process improvements you've implemented in previous roles, demonstrating your ability to contribute to the continuous enhancement of support services and customer experience.
Customer Testimonials: Include positive customer feedback or testimonials that highlight your strong communication skills, technical proficiency, and commitment to customer satisfaction.

📝 Enhancement Note: The interview process for this role focuses on assessing your technical skills, problem-solving abilities, and cultural fit with the company. By preparing thoroughly and showcasing your relevant experience and skills, you can increase your chances of success in the application and interview process.

📌 Application Steps

To apply for this Customer Support Specialist 2nd Line position:

Submit Your Application: Click on the application link provided in the job listing and complete the online application form.
Tailor Your Resume: Highlight your relevant experience in technical support, customer service, and problem-solving, emphasizing your skills and accomplishments in these areas.
Prepare for the Interview: Familiarize yourself with SMA products, technologies, and support processes. Brush up on your technical knowledge and problem-solving skills, focusing on the photovoltaic sector and relevant software tools.
Research the Company: Learn about SMA's mission, values, and commitment to the renewable energy sector. Understand the company's products, technologies, and market position to demonstrate your enthusiasm and fit for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Technical Support-Specific Focus:

Tailor every section specifically to technical support and customer service roles in the renewable energy sector.
Include technical support methodologies, remote assistance techniques, and customer service best practices.
Emphasize problem-solving skills, customer orientation, and communication abilities.
Address technical support team dynamics, cross-functional collaboration with sales and marketing teams, and customer experience enhancement.
Focus on technical support career progression, industry-specific knowledge, and emerging technologies in the renewable energy sector.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, customer service strategies, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute technical support and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific technical support tools, software, and industry-specific terminology relevant to the role.
Address technical support career progression paths and technical leadership opportunities in customer service teams.
Provide tactical advice for portfolio development, live demonstrations, and project case studies focused on technical support and customer service.
Include technical support-specific interview preparation and coding challenge guidance.
Emphasize problem-solving methods, customer service strategies, and user experience design principles in the context of technical support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support and customer service professionals.
Provide actionable insights that give technical support and customer service candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer impact measurement.

Customer Service & Support Emphasis:

Emphasize problem-solving skills, customer orientation, and communication abilities in every section.
Include specific portfolio requirements tailored to the technical support discipline and role level.
Address remote assistance, customer service strategies, and user experience design principles in the context of technical support roles.
Focus on problem-solving methods, customer service strategies, and user experience design principles in the context of technical support roles.
Include technical support-specific interview preparation and coding challenge guidance.

Avoid:

Generic business jargon not relevant to technical support or customer service roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support or customer service role.
Marketing language unrelated to technical support, customer service, or user experience.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support and customer service professionals seeking their next opportunity in the renewable energy sector.

Customer Support Specialist 2nd line