Job Information
LG Energy Solution Technical Specialist in Westborough, Massachusetts
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 www.lgensol.com (https://www.lgensol.com/en/index) .
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