Field Services Engineer

Position Overview

As the Field Service Engineer (FSE) you will be responsible for the field technical support related to battery energy storage systems installed in North America. Additionally, the FSE will handle the management of the quality issue reporting and will concurrently support multiple projects.

The successful candidate will require an understanding of handling manufacturer product warranties and return material authorizations (RMAs). The individual must be able to identify clients’ needs, generate solutions and respond to customer requests in a timely manner. This requires the individual to have a technical background to be an expert related to the product and should support customers in need of technical support.

• Role of the communication window between customers and contractors
• Identifying any quality issues and reporting
• Troubleshooting and component replacement
• Providing routine maintenance as needed – SW updates and data collection
• Coordinating resources, parts, and/or logistics
• Production of daily field service reports
• Customer training and training of internal technicians
• Cooperate with Authorized Service Company (ASC) and internal technician teams to perform repairs
• Management of all site warranty issues
• Log data analysis to identify issues and create a repair plan for ASC and internal technicians
• Participate in after hours on call schedule to remotely troubleshoot and resolve site outages.

• Lead to resolve quality issues with the related teams
• Initiation and tracking the RMA/warranty process
• Providing a response plan to customers
• Coordinating resources, parts, and/or logistics
• Following up product analysis, root cause, quality improvement plans, and preventive actions

• Basic Electrical fundamentals and use of test equipment, e.g. oscilloscopes, megger, volt meters
• Basic knowledge in computer networks and familiar with use of network troubleshooting tools, e.g. Busmaster, Wireshark, etc.
• Strong computer skills – Proficient with Microsoft Windows, Microsoft Office software such as Excel, Power Point, Word, and file-sharing platforms.
• Knowledge in various industrial network protocols such as SCADA, MODBUS, TCP, CAN Bus
• Excellent communication skills; verbal, written, and presentation
• High level of analytical ability where problems are unique and complex; ability to proactively suggest improvements in products or work methodology
• Professional, initiative-taking individual with a strong results-oriented work ethic
• Comfortable with frequent travel and working beyond normal office hours as required to meet customer expectations
• Able to travel extensively throughout North America and spend extended periods at project sites during critical field service work (approx. 80%), and able to respond to unexpected urgent field support needs

• 3+ years of experience in field service, customer service, or technical support roles
• Remote customer support experience via emails, phone, Team Viewer sessions
• Experience with installation of energy storage systems, renewable energy products, and power systems to electric utilities or project developers desired
• Experience troubleshooting electrical circuits and computer networks required