Manuel Luigi Niere
Summary
Accomplished Technical Support Engineer and Team Lead at SunPower Philippines Ltd. - ROHQ and Complete Solar- Ph, adept in troubleshooting solar systems. Demonstrated leadership through developing and mentoring technical teams, driving continuous improvement, and fostering stakeholder collaboration. Proven track record in enhancing support processes and resolving complex product issues, ensuring top-tier service delivery.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Manager - Retention and O&M
Complete Solar - Philippines
12.2024 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions in continuing their Solar Projects.
- Responsible for managing a Team that ensures the functionality and reliability of equipment while maintaining safety, reliability, and compliance with regulations
- Oversees maintenance projects, upgrades, and improvement plans
- Oversees relationships with third-party service providers
Technical Support Engineer - Team Lead
SunPower Philippines Ltd. - ROHQ
04.2021 - 09.2024
- Responsible for; leading, developing and mentoring the Technical Support Teams.
- Identifies the team's training needs and provides coaching
- Leads a regular closed-loop learning session with Level 2 Support, Stakeholders, Engineering Teams, and Product Owners to flag escalation trends and identify permanent solutions on process gaps.
- Collaborates with internal key stakeholders; Senior Leadership,
Product Engineering Team, Database Team, O&M Team, Supplier Quality and Total Quality Management Teams and, other internal Teams.
Technical Support Engineer - Subject Matter Expert
SunPower Philippines Ltd. - ROHQ
01.2021 - 04.2021
- Provides priority support to top solar Dealers of SunPower regarding any technical-related concerns by conduction regular engagement for discussions and updating them with their case pipeline.
- Manages jobs and repairs assigned to subcontractors and service partners. Makes sure that escalated cases are prioritized and jobs are carried out within service level agreement.
- Works hand in hand with Product Engineers in checking and resolving various product issues especially for the most prevailing ones.
Senior Technical Support Engineer
SunPower Philippines Ltd. - ROHQ
08.2018 - 01.2021
- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Performs other functions and special projects as may be assigned by the Supervisor.
Technical Support Engineer
SunPower Philippines Ltd. - ROHQ
10.2015 - 08.2018
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging the company's range of solar products.
- Troubleshoots photovoltaic installations via phone, email, and live chat.
- Escalates calls as necessary to next level Tier support team members and Team Lead.
Education
Bachelor of Science - Electrical Engineering Major in Power Engineering
University of The Philippines - Los Banos
07.2015
Skills
- Technical Support
- Solar Technology
- Performance management
- Continuous Improvement
- Conflict resolution
- Leadership
- Customer retention
- Service delivery
Personal Information
Title: Technical Support Engineer Team Lead
Certification
Licensed Electrical Engineer - April 2016 to present
Software
JIRA System
Reference
Available upon request
Timeline
Customer Service Manager - Retention and O&M
Complete Solar - Philippines
12.2024 - Current
Technical Support Engineer - Team Lead
SunPower Philippines Ltd. - ROHQ
04.2021 - 09.2024
Technical Support Engineer - Subject Matter Expert
SunPower Philippines Ltd. - ROHQ
01.2021 - 04.2021
Senior Technical Support Engineer
SunPower Philippines Ltd. - ROHQ
08.2018 - 01.2021
Technical Support Engineer
SunPower Philippines Ltd. - ROHQ
10.2015 - 08.2018
Bachelor of Science - Electrical Engineering Major in Power Engineering
University of The Philippines - Los Banos
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