Field Service Engineer

Job Description

Job Description

Position Overview

The Service Engineer will provide technical support, troubleshooting, and resolution for residential customers utilizing home charging and home energy distribution/storage systems. This role involves a mix of onsite visits, laboratory testing, and office-based work. Strong collaboration with cross-functional teams is essential, with the goal of becoming an independent technical resource for the organization.

Key Responsibilities

• Technical Diagnosis & Troubleshooting
• Perform onsite troubleshooting, diagnosis, and analysis of customer cases related to installation, commissioning, and system functionality.
• Provide clear resolution guidance to technical advisors, installers, and customers during site visits.
• Communicate technical issues, repair processes, and system functionality in a clear and customer-focused manner.
• Utilize required tools to perform accurate diagnosis and troubleshooting.
• Ensure customer satisfaction throughout the resolution process.
• Communication, Training & Feedback
• Coordinate on-site support with customer care and operations teams.
• Collaborate closely with technical advisors, warranty, and customer care to manage product returns.
• Prepare detailed reports and documentation to meet compliance and deliverable requirements.
• Train and mentor other field service engineers as needed.
• Contribute to the development of technical training materials.
• Provide insights and feedback to improve products, processes, and customer experience.

Work Environment

• Split: 1/3 office | 1/3 laboratory testing | 1/3 residential customer homes
• Collaboration Level: High; initial reliance on hardware/software engineers with progression toward independent work.
• Nature of Work: Ongoing technical support rather than project-based assignments.
• Team Need: New role created to address increased demand for onsite technical support in the industry and team.

Typical Work Breakdown

• Daily: Team meetings to assess technical support needs and determine deployment to customer sites.
• Weekly: Cross-functional team meetings to review cases, share insights, and improve processes.

Qualifications

• Bachelor's degree in Engineering or related technical field preferred; open to candidates with a high school diploma (HSD) and relevant experience.
• Strong technical troubleshooting and diagnostic skills.
• Excellent communication and customer service abilities.
• Ability to work independently and collaboratively in cross-functional environments.
• Willingness to travel to residential customer sites as needed.

Having experience in commercial EVs, energy storage systems and/or solar panel systems would work for this role. Initial training would take place in MI for a period of 6-8 weeks.

50% travel all over the U.S. Prefer candidate close to an airport to be able to get on a flight rather quickly. Excellent communication skills are very important as this person will be interacting with athletes, celebrities and social influencers.