Senior Field Service Engineer

Job Description

Job Description

Title: Sr. Field Service Engineer

Location: Based out of our Irvine, CA office

Travel: 70% to Field site locations in the United States

Summary:

As the Sr. Field Service Engineer, you will provide technical support for ESS (Energy Storage System) project sites, focusing on issue analysis and field service. This role serves as the primary communication channel between customers and contractors, troubleshooting quality issues, and producing detailed field service reports. You will lead cross-functional efforts to resolve quality problems, follow up on product analysis, root cause investigations, and implement quality improvement and preventive actions. Additionally, you will collaborate closely with the headquarters in Korea to report, analyze, and resolve issues effectively.

Responsibilities:

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.

ESS Product Support

• Develop customer-facing user manuals for new ESS products
• Create Standard Operating Procedures (SOPs) for installation, operation, and maintenance
• Prepare O&M (Operation & Maintenance) pre-work including documentation and resource planning
• Ensure compliance with safety and quality standards in all documentation

Field Service

• Serve as the communication link between customers and partners
• Identify and report quality issues
• Troubleshoot and replace components
• Provide routine maintenance as needed (SW updates, data collection)
• Coordinate resources, parts, and logistics
• Produce and maintain detailed Field Service Reports

Quality Management

• Lead resolution of quality issues with related teams
• Collect and analyze data from customers for initial analysis
• Initiate and track RMA processes
• Provide timely responses to customers
• Follow up on product analysis, root cause investigations, quality improvement plans, and preventive actions
• Collaborate closely with Korean headquarters to report issues, analyze root causes, and implement solutions in the field

Qualifications:

• Bachelor’s Degree in Engineering or equal, relevant experience
• 2+ 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
• 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