Location: Hudson, MA

*Salaries posted may not be accurate. Compensation is negotiated for you.

The Service Engineer is the technical service contact to provide Energy Storage Systems (ESS) service. This individual is responsible for performing a variety of service engineering tasks related to the ESS product commissioning, preventive and reactive maintenance. Additional activities include supporting system alarm monitoring, notification, and response activities. This position has the responsibility to help to build effective working relationships between customers, third-party service providers, and internal technical resources.

Responsibilities:

• Support the scheduling of customer training.
• Monitor and remotely respond to ESS system performance, alarms, and faults.
• Respond to customers’ inquiries and complaints across multiple platforms, such as email, customer portal, phone, or text. 
• Ensure response levels are managed and elevated appropriately based on their severity level.
• Schedule third party maintenance activities.
• Support and coordinate customer warranty claims.
• Support and coordinate third party service provider needs with internal resources.
• Support spare parts inventory management.
• Research and answer customer questions about product and system features.
• Support the coordination and scheduling of software and hardware upgrade projects.
• Support team in creating procedures and training materials for troubleshooting and maintenance.
• Collaborate with internal partners to resolve customer issues and improve processes.
• Ensure customer issues are managed effectively and in a timely manner by utilizing Help Desk processes and software. 
• Adhere to federal and state regulations. Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned. Predictable and reliable attendance.

Position Qualifications:

• Bachelor’s degree in mechanical engineering, electrical engineering, related field, or equivalent technical trade experience.
• Minimum of three (3) years of field service engineering or related work experience ESS products.
• Experience training customers in a fast-paced research and development industry preferred.
• Proven ability to read and understand schematics, layouts, and engineering blueprints.
• Ability to plan work and repair equipment.
• Experience with electrical equipment, including installation and service of such equipment during site construction and during operation and maintenance. 
• Knowledge of safe work practices applicable to high voltage battery/energy storage systems.
• Proficient in various software programs such as MS Office, Jira, and similar tools.
• Must have customer service and problem-solving skills and the ability to make analytical decisions.
• Effective written and verbal communication, cross-functionally.
• Previous work experience in battery energy storage systems, renewable energy equipment, power conversion equipment, power generation equipment or related industrial equipment is preferred.
• Ability to work a flexible schedule.
• Ability to travel domestically and internationally, approximately 50%.

Key Competencies:

• Self-Leadership: Enjoys positions of responsibility and authority. Desires to progress to a leadership position.
• Integrity: Acts and makes decisions in a manner consistent with the needs of the public in the delivery of products/services. Acts in line with the culture and norms of both the organization and society in general.
• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
• Communications: Exchanges thoughts, feelings, and information effectively.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems.

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment. 
• Ability to adjust focus, especially due to concentration on a computer screen. 
• Ability to lift and carry up to 60 pounds and/or position the body to reach items on the floor/below knee level or reach overhead. 
• The person in this position needs to occasionally move about in industrial environments, and on uneven terrain. 
• May be required to recognize small numbers, letters, symbols, colors on prints, and/or operate field instruments/equipment.
• May work in a variety of weather including extreme heat and cold.
• The ability to move safely over uneven terrain or in confined spaces.
• May be required to travel to and navigate a variety of sites to fully understand material needs.
• Visual acuity to read instructions, operate machines and inspect parts produced.
• Must be able to bend, lift, stretch, stoop, push, pull, stand, and carry as needed to inspect, service, and operate machinery, equipment, and gauges.
• Must be able to stoop, kneel, crouch, reach, and stand to operate and repair heavy equipment. 
• The ability to see and respond to dangerous situations.