Technical Services Engineer

Job Summary

This Technical Service Engineer will manage service-related mechanical and electrical issues surrounding our business across multiple product lines. Areas of responsibility include, but are not limited to, 8D support, field service, escalated and complex customer service case support, and component and system level testing and validation.  

Responsibilities

• Lead and direct trip reports, design analysis and proposed solutions with complete and accurate complex case and issue documentation.
• Complete testing and analysis to verify proper functionality of the battery system systems based on direction provided by Engineering and System Engineering.
• Lead and direct proposed solutions/improvements to processes and/or related systems.
• Lead in the resolution of complex customer and field / warranty problems, including troubleshooting direction and travel to OEM’s, dealers, and field sites as required.
• Lead and direct on the creation of troubleshooting documentation such as diagnostic charts and repair instructions. 
• Lead and direct with design revisions / modifications / enhancements affecting both field and/or current manufacturing (where applicable) throughout process of correction.
• Work collaboratively with manufacturing to impact current production process, tools, equipment, and design.
• Lead and direct on issues (trend or problematic) related to 8D Problem Solving and customer service.
• Champion efforts to work proactively with American Battery Solutions problem-solving teams and/or suppliers to resolve design / performance related warranty problems, including service direction and payment requirements.
• Lead and direct on continued improvements to service and repair time.
• Proficient in the review of technical documentation and provide input to engineering, purchasing, production, and suppliers.
• Lead and direct all instruction manuals, including but not limited to work instructions and processes controlled by the Technical Service team.
• Lead and direct on the creation of troubleshooting documentation, such as diagnostic charts and repair instructions.
• Participate with project review teams and process. Qualify serviceability of all proposed design work.
• Review and analyze warranty data reports identifying objective targets for resolution analysis.
• 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, Electrical, or Systems engineering, or a related field. 
• Minimum of five (5) years of working with complex electro-mechanical systems required. 
• Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices. 
• Highly collaborative with a genuine passion for customer service. 
• Excellent analytical, communication, and presentation skills. 
• Strong interpersonal skills to work with team members on all levels of the organization. 
• Highly organized and detail oriented. 
• Ability to travel approximately 25% domestically and internationally. 
• Ability to work in a dynamic multi-faceted environment.
• Assertive, and not afraid to share their opinion. 

 Key Competencies

• Customer Focus: Anticipates and takes action to meet customer needs. Establishes and maintains a productive and effective working relationship with customers, both internal and external and gains their trust and respect.  
• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeks input from others, and identifies connections and/or root causes of problems.
• 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.

Physical Requirements/Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the