Contact & Monitoring Center Specialist

3 weeks ago

Edison, United States Eos Energy Enterprises Full time

At Eos, we believe in great chemistry. The combination of core elements into an amazing product and the mixture of skills into a unified team. We seek the best talent to just us in our mission to bring affordable, sustainable, clean energy to all. Come change the world with us.

The CMC is operated 24/7/365, therefore shift work including day, night, weekend and holiday is required.

Our CMC Agent plays an especially vital role to ensure the operability of our customer's sites ranging from small project sites with a few Energy Blocks to multiple hundred Energy Blocks. This requires you to

(1) Properly respond to indications of active BESS projects

(2) Document events and information as necessary for dispatch and records

(3) Provide world-class customer service

Responsibilities:

1. Continuously monitor Eos costumer's asset in the field and react accordingly to incoming alarms, warnings, etc.

2. Receive and process inbound calls and emails requesting information and place outbound calls as necessary.

3. Demonstrate a culture of safety, quality, and customer service through words and actions.

4. Dispatch services as needed.

5. Notify account contacts of necessary events and escalations.

6. Perform ad hoc analysis and diagnosis looking for site degradation and abnormal performance.

7. Develop and maintain accurate records of Battery Project operations on a per site basis.

8. Position requires weekend, holiday, and shift work and may require mandatory overtime.

9. Utilize standard operating guidelines to handle indications.

10. Ensure compliance with contract deliverables associated with monitoring and/or operating customer plants.

11. Take ownership of customer issues with installed systems and work internally to ensure they are resolved as quickly and professionally as possible.

12. Support root cause analysis with engineering teams to drive future improvements.

13. Provide support for team members, via on the job training from lessons learned or pass down from shift to shift, etc.

Knowledge, Skills, and Abilities

  • High School Diploma or equivalent. An associate degree or 4-year degree is a plus
  • Strong interpersonal skills is a must. Familiarity of working within different groups of engineers, technicians, and customers for a minimum of 2 years required.
  • One year technical customer service experience required. Experience in a monitoring center of any type is a plus.
  • Strong organizational skills will be needed to ensure issues can be tracked from start to end.
  • Knowledge of and familiarity with computers, Microsoft Office applications, and networks. Familiarity with Visual Basic and Pivot tables are a plus.
  • Having history and work experience around SCADAs or control software is a plus.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Experience in understanding wiring schematics and line diagram troubleshooting is a plus.
  • Problem solving skills must be exemplary; A strong analytic mindset orientated to the best solution is required.
  • Relevant Military service is a plus.
  • Highly dependable with regular and punctual attendance.
  • Be able to type a minimum of 35 wpm.


Education and Experience

High school diploma or equivalent required

Associates or Bachelor's Degree in Engineering or related field preferred

Minimum of 3 year's experience in similar role required

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