Richard Kuhlmann

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Roof Leaks Department Specialist
SunPower – Tempe, AZ
July 2024 – current

• Transferred to the Roof Leaks Department to handle and resolve cases involving roof leaks.
• Analyzed diagnostic pictures to determine if leaks were caused by solar installations.
• Updated customers regularly on case status and progress.
• Processed and submitted reimbursement claims for affected customers.
• Coordinated with repair teams and closed cases upon resolution.

Technical/Customer Support Level 5
Tempe, AZ
Sun Power Solar/ May 2022 to July 2024

• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Contributed to knowledge base by creating and maintaining articles and other technical documents.
• Replied to customer queries via email, messaging systems and support ticket platforms.
• Asked customers targeted questions to diagnose problems and provided timely solutions.

• Assisted customers with various types of technical issues via email, live chat and telephone.
• Supported customers with online billing, access and account issues.
• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
• Assisted customer in understanding products, components and systems using technical demonstration.
• Worked with internal teams to deliver accurate information to customers and service accounts.
• Developed and maintained strong relations with customers to meet quality expectations.
• Maintained up-to-date case documentation for future reference.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Stayed abreast of latest software developments to enhance job knowledge.
• Served as first point of contact for incoming technical service calls and emails.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
• Used remote login tools to assist clients with technical and product questions.
• Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
• Walked customers through common phone hardware and software configurations to maximize service functionality.
• Demonstrated advanced product knowledge to solve customer issues.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.

• Checked production performance for compliance with process standards.
• Managed quality operations to comply with contracts, company policies and safety protocols.
• Performed detailed inspections and standardized tests on product samples to assess compliance with tolerances.
• Tested products throughout production process to determine performance, characteristics and dimensions.
• Tracked findings, completed documentation and generated reports.
• Optimized tools and equipment to reduce errors.
• Evaluated data and created reports to indicate deviations from standards.
• Recorded test data and applied statistical quality control procedures.
• Evaluated component materials against paperwork.
• Coordinated regulatory inspections and documentation.