Technical Specialist - Westborough, United States - LG Energy Solution

Description

Title:
Technical Specialist


Reports to:
Customer Service Product Service Manager


Location:
Los Angeles, CA

LG Energy Solution (LGES) is one of the world's largest lithium-ion battery manufacturers with a market-leading position in advanced batteries for grid-scale, residential storage, automotive and consumer/IT applications.

Our advanced lithium-ion battery technology is the product of accumulated experience in the development and production of mobile batteries and large format batteries for automotive and energy storage systems (ESS).

LG Energy Solution's commitment to technology leadership coupled with efficient and high-quality manufacturing processes produces batteries that exhibit the highest levels of safety, performance and reliability.

For more information about LG Energy Solution's ESS Battery, please visit ) .

Summary

As a customer service Technical Specialist , you will be responsible for executing the technical support for the key customers as designated by the Sr Manager, CS Product Service.

Customer Service product service tasks consist of ensuring the timely technical support and delivery of excellent customer service to resolve technical issues.

These activities include but are not limited to:
Work independently and as a team to drive maximum technical support

Document field trips and product analysis to enable continuous improvement of troubleshooting procedures, product installations, and product robustness.

Participate with a collaborative, inclusive, and respectful attitude in the dynamic environment.

Consistently and concisely detail and document work

Actively engage in field dispatches as needed by key customers

Participate partner inverter companies' training programs and be certified to service

Actively engage in technical discussions with inverter partners to troubleshoot

Partner with other teams to ensure delivery of an exceptional customer service, as needed

Assist with onboarding and training of new technicians to help upskill the team

Identify training needs and develop ongoing training opportunities with the Sr Manager

Be the point of contact for key accounts per the direction of the Sr Manager on B2C and B2B customers

Be the point of contact for inverter partners for in-depth troubleshooting

Investigate, respond to and generate reports on field incidents involving LGES batteries.

Conduct basic and advanced log analysis on batteries and inverters to determine RMA approval

Develop, prepare and own the internal/external reporting deliverables

Accountable for the quality and accuracy of the deliverables

Actively engage in the communications and work in conjunction with cross-functional teams, including sales, CS and product engineering team in US and Korea, as needed

Identify areas where our support is not meeting expectations and in conjunction with the Sr Manager to implement a recovery plan.

Develop an understanding of the NA residential and C&I battery market including key markets, competitors, and technologies. Become familiar with battery systems and the main elements of an integrated energy storage system.

The successful candidate will require an understanding of solar or ESS distribution and/or reseller channel partner sales.

Candidate must be able to identify HQ, internal CS team and clients' needs, generate solutions and respond to requests in a timely manner.

This requires the individual to have highly effective communications capabilities, time management skills and the ability to develop and nurture effective relationships with customers and related teams and departments.

The role will be within a fast-paced, team-oriented, international business.


Jo b Responsibilities:

The successful candidate will be comfortable working within a North American regional organization with support from LGES's Korea-based associates and those in other states.

Primary responsibilities of the CS Technical Specialist II include:

Ensure customer service turnaround time target is met and take corrective actions as needed

Drive problem solving and innovative solutions when there is stress of failure with the troubleshooting

Collect key customers feedback and VOE to enhance customer experience

Develop and prepare, under the guidance of the Sr Manager, internal reporting deliverables

Work closely with the Authorized Service Center (ASC) to track key failures and identify areas to improve, such as product, process, and protocols

Generate field reports and document key failures

Log activity on the CRM to provide operation visibility to the Sr Manager and the team

Support Ad-hoc report and tasks required


Qualifications:
Bachelor's degree required, MBA or MS preferred, or equivalent, relevant experience

Registered Master Electrician (RME) is strongly preferred


Experience:
7+ years' work experience in field service role or equivalent

High expertise in dealing with ambiguity, complexity and working within a fast-paced environment

Experience working with diverse teams

Prior solar/energy industry experience preferred


Skills:
Proven track record of completing tasks with minimum supervision

Proficient data analytic skills with proficiency in Microsoft Excel

Proficient communication skills; verbal, written, and presentation

Ability to solve problem and adhere to business-critical deadlines

Ability to develop collaborate relationships acting as a well-respected, trusted partner with whom others want to work with.

High levels of numerical acumen and attention to detail

Bilingual (Spanish) is a plus


Benefits :
The US base salary range for this full-time position is $100,000– $172,423 + 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