LG Energy Solution Michigan Inc. (LGESMI) develops and manufactures large lithium ion polymer batteries and packs for electric vehicle (EV) and energy storage applications. https://www.lgessbattery.com/
As the Technical Operations Specialist (TOS) you will be responsible for the field technical support related to battery energy storage systems installed in North America. Additionally, TOS 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 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 any other contractors
Checking the installation status
Setting up the battery system
Identifying any quality issues and reporting
Troubleshooting and component replacement
Management of the commissioning schedule - Generate daily reports
Cooperate with Authorized Service Company (ASC)
Customer training
Field Service
Role of the communication window between customers and any other 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 Field Service Reports
Quality Management
Lead to resolve quality issues with the related teams
Collecting the log data from customers and performing the 1st analysis
Initiation and tracking the RMA 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
Qualifications:
Bachelor's Degree in Engineering or equal, relevant experience
3+ years of experience in field service, customer service, or technical support roles
Experience:
Experience with installation of energy storage systems or renewable energy products or systems to electric utilities or project developers, highly desirable
Experience troubleshooting electrical circuits and computer networks
Remote customer support via emails, phone, Team Viewer sessions
Skills:
Basic Electrical fundamentals
Basic knowledge in computer networks
Strong computer skills - Proficient with Microsoft Windows, Microsoft Office Software such as Excel, Power Point, and Word, and File-sharing Platforms
Knowledge in various industrial network protocols such as SCADA, MODBUS, CAN BUS
Programming skills - C, C++, Python, Visual Basic, or R would be a plus
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
Able to travel extensively throughout North America to spend extended periods at project sites during critical phases of commissioning and field service (approx. 80%), and able to respond to unexpected urgent field support needs
Professional, highly motivated individual with a strong results-oriented work ethic
Comfortable working beyond normal office hours as required to meet customer expectations
Benefits :
The US base salary range for this full-time position is $77,200- $128,628 + bonus + benefits
Employer paid Medical, Dental, and Vision premium
Employer-paid disability and life insurance
Paid Time Off / Holiday Pay
401k Retirement savings and company match
LGESMI is an Equal Opportunity employer that values the diversity of its workforce. EEO
