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Quality Assurance Technician
2 months ago
Company Overview
LG Energy Solution Vertech, Inc. (LGES Vertech) is a full-service energy storage system supplier and integrator. Using our core strengths of expert service to our customers, unparalleled safety, and excellence in manufacturing, we bring standardized, fully integrated energy storage systems to a rapidly growing worldwide market. Our systems address our customers' needs to reduce capital equipment and installation costs while enhancing system level performance and reliability using automated monitoring systems and analytics across the battery, power conditioning and auxiliary systems. Our AEROS® energy operating system is the engine of innovation to provide advanced control functions allowing our customers to maximize the value of their energy storage assets. Our service capabilities include advanced monitoring and analytics, scheduled maintenance, augmentation, and auxiliary system upgrades. The combination of excellence in battery technology and production coupled with nearly two decades of energy storage integration makes LGES Vertech a leading supplier and integrator in the power and energy markets.
LGES Vertech empowers and expects its team members to assume responsibility and make good decisions, while maintaining a team environment that fosters collaboration and innovation. Our diverse and growing team enjoys competitive salaries, generous benefits, including 100% employer sponsored medical, dental and vision insurance, and flexible working hours.
For more information about LGESVT, please visit www.lgensol-vt.com.
Position Overview
The Quality Assurance Technician is responsible for the management of 3rd party O&M providers and other technical support functions in relation to 3rd parties, our internal Customer Interaction Center (CIC) support, and external installer support. The Quality Assurance Technician will work with minimal guidance and must have the ability to work both independently and cross functionally as a member of the Field Quality Team. They
will meticulously review 3rd party work to ensure that processes, policies, and SOPs are followed and in a forensic like manner, inspect worked performed to identify and report any deficiencies. The Quality Assurance Technician will form training programs, SOPs, and generally manage the 3rd party relationships to protect all parties. They will overhaul the LG Certified Installer program and maintain the online library. The ideal candidate will be familiar with corrective maintenance, electrical troubleshooting, safety procedures, process improvement and innovation, electronic monitoring set-up in LG ESS equipment and related manufacturers’ equipment. They must have a strong foundation in electrical installation, solar electrical systems, and customer service.
Primary Responsibilities
- Scheduling of escalated jobs and coordination with 3rd parties.
- Review reports from 3rd party service providers that will document troubleshooting, software updates, and swaps of LG ESS residential batteries and associated equipment to ensure policies are followed and that workmanship deficiencies are uncovered in a forensic-like manner.
- Develop SOPs for 3rd party management, develop 3rd party grading criteria, and manage key 3rd party accounts by verifying reports, vetting invoices and tracking SLAs, success rates, and pricing accuracy.
- Evaluate 3rd party deliverables for accuracy, enter data into CRMs, and provide performance summaries and corresponding grades.
- Recommend corrective actions based on diagnostics and review of 3rd party deliverables.
- Write and manage customer’s RMA weekly report.
- Overhaul and maintain the Certified Installer Program and tests and for North America.
- Develop relationships with partnering manufacturers to understand how the equipment interacts and to develop training for internal/external/3rd parties on the equipment.
- Perform remote diagnostics and verify 3rd party work by using LG proprietary tools, associated manufacturer monitoring tools, and by using video features to assist field work.
- Use Excel pivot tables to manage 3rd parties performance and SLAs.
- Meet regularly with key 3rd party accounts for escalated case and training sessions. Meet quarterly, in person, with key 3rd party accounts.
- Understand local/national contractor laws, electrical code, the solar industry, and competitor manufacturer’s best practices to guide internal and RMA policies.
- Build out the CRM to capture accuracy of work, quality grade, scope assignment, work completed, projected vs actual invoice amounts.
- Develop processes aimed at enhancing operational effectiveness, ensure quality control, and to reduce company’s liability in collaboration with teams at headquarters.
- Develop an understanding of the NA residential battery market, including key markets, competitors, and technologies. Become familiar with battery systems and the main elements of an integrated energy storage system.
- Collect market intel and customer feedback to enhance customer experience.
Key Knowledge, Skills and Abilities
Required:
- Previous experience in the solar industry.
- A strong foundation in electrical installation, solar electrical systems, and technical customer service is required.
- Experience developing and documenting new SOPs where quality gaps exist.
- Excellent verbal and written communication skills with B2B customers.
- Experience working cross functionally among teams and business units.
- Experience with analyzing performance trends to identify areas for process improvement in collaboration with cross functional teams.
- Experience working directly with B2B customers on quality and performance issues.
- Ability to travel to attend in person customer and sales meetings.
- Experience generating and analyzing reports inline with business reporting requirements.
- Proficiency in Microsoft Office Suite.
- Ability to work independently and make sound decisions regarding safety.
- Ability to think critically, multi-task effectively, and thrive in a fast-paced, entrepreneurial environment.
- Ability to drive a vehicle during the normal course of business. Must maintain a clean driving record with the ability to pass a driving background check. Must be 18 years of age and possess a valid driver’s license.
Desired:
- Experience servicing solar and energy storage systems, and using their respective monitoring systems (i.e. SolarEdge, LG, Delta, SMA, LG, Tesla, Enphase and other various remote monitoring solutions).
- Experience with writing and reviewing O&M tech reports.
- Knowledge of the NEC and applicable codes and standards.
Education and Experience
- Highschool diploma; Associate degree a plus
- 5+ years of experience
- 3 + years of Residential Solar O&M experience required.
- 1 + years of Residential Solar Installation experience required.
- Demonstrated expertise in Residential Solar Commissioning or Installation.
Travel
30%, and will include overnight stays, based on the location of projects, conferences, or 3rd party headquarters within the region.
