Field Service Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Department: Customer Quality / Field Service
Reporting to: Project Services Manager
Classification: Full-time
Location: Tampa, FL (Remote)
Summary
C&D Technologies and Trojan Battery Company have a proven history of innovation in the standby power, motive battery and energy storage world for nearly 100 years. Together since 2019, we are rapidly growing and will continue to maintain position at the forefront of the industry. To aid in this growth, we are placing a large focus on improving communication and support to customers with products in the field.
The Lithium Field Service Specialist will aid in this effort by acting as an on-site representative to customers using lithium-ion products. The Field Service Specialist will visit customer sites and sales meetings to provide installation and technical support in addition to completing field testing and troubleshooting as needed, this will include supervising additional technicians for large scale battery installation or firmware updates. The Lithium Field Service Specialist must be comfortable and effective interfacing with customers and communicating product features as well as safe installation and troubleshooting procedures.
The ideal candidate is customer focused and process oriented. The Lithium Field Service Specialist will encounter unexpected issues at customer sites and must be able to quickly evaluate options and their potential consequences to develop the safest and most effective path forward.
The overall goal of the department is to ensure customers are getting the maximum performance and life from their battery through communication.
Primary Responsibilities

• Ensure team and customer safety when working with battery systems
• Provide technical support in person, over the phone and via email to internal and external customers
• Perform or assist in test, repair, and install supplemental equipment on battery systems, as required including firmware updates and software interfacing.
• Train sales channel partners and service teams on correct installation and maintenance procedures for lithium-ion batteries
• Support internal sales teams during customer meetings as a subject matter expert
• Supervise and coordinate battery installation, preventative maintenance procedures, and performance testing.
• Coordinate technical evaluation of products in the field to support product development teams as well as evaluation of warranty claims.
• Inspect and approve the work of agent and sub-contractor Field Service technicians or representatives
• Coordinate the day-to-day flow of work through the department, assigning work orders and developing schedules for in-house and sub-contractor Field Service technicians or representatives.
• Coordinate warranty claim processing and support.
• Train C&D employees, agents and customers on battery installation and maintenance procedures.
• Average of 50% Travel - up to 75% during peak times

Required Experience & Skills

• Associates degree or equivalent engineering or technical discipline, electrical/electronic engineering preferred.
• Minimum five years of experience with industrial standby or motive batteries
• Data Centers, Co-Lo, Telecom, Substation, Golf Cart, Forklift, Automotive, Solar or similar
• Knowledge of industry standard protocols, regulations, and best practices.
• Experience in leading and directing the work of others.
• Strong customer service skills
• Strong computer skills including the ability to install and troubleshoot software and assign communication ports for interfacing with CAN Bus Battery Management Systems
• Ideal candidate will have background in DC power/battery service
• Ability to utilize basic hand tools, electrical test equipment and follow written instructions including drawings
• Able to lift up to 50 lbs repeatedly
• Able to monitor and move between multiple teams within large customer sites.
• Able to maintain a professional attitude when dealing with customer issues.

Competencies

• Ability to work as part of a team
• Decision-making skills
• Leadership skills
• Detail oriented
• Ability to meet deadlines
• Technical skills

if you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!