Field Service Specialist

3 days ago

Lake Orion, Michigan, United States American Battery Solutions Full time
Job Summary

The Field Service Specialist is a critical role at American Battery Solutions, responsible for building strong customer relationships and achieving excellent customer satisfaction levels. This position requires a high level of technical expertise and excellent communication skills to provide top-notch service to our customers.

Key Responsibilities:
  • Ensure customer satisfaction with product performance and field service activities.
  • Troubleshoot, test, repair, and service technical equipment at client sites.
  • Provide service and customer support during field visits.
  • Diagnose errors or technical problems and determine proper solutions.
  • Advise and instruct customers on how to use equipment.
  • Build relationships with customers.
  • Prepare and approve quotations for field service activities as needed.
  • Create and submit field service reports; provide complete and professional documentation to the customer.
  • Responsible for after-hours and emergency 24/7 customer support.
  • Obtain expertise with specialty tools programs with cross-functional operations support.
  • Develop and present training programs for key customers and stakeholders.
  • Ability to travel to customer and OEM sites as needed to support the warranty and life cycle of our products.
  • Lead in the development of troubleshooting flows and documentation.
  • Ability to assist with analyzing warranty/product returns for repair and 8D problem-solving.
  • Providing training support to the service team.
  • Adhere to federal and state regulations.
  • Adhere to all company policies, processes, and procedures.
  • Performs other duties as requested, directed, or assigned.
Position Qualifications:
  • Bachelor's degree in business, engineering, or a related field or equivalent experience.
  • Minimum of three (3) years of experience working in customer service.
  • Minimum of three (3) years of working with complex electro-mechanical systems required.
  • Ability to travel extensively up to 75% of the time domestically and internationally.
  • Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
  • Highly collaborative with a genuine passion for customer service.
  • Excellent analytical, communication, and presentation skills.
  • Strong interpersonal skills to work with team members on all levels of the organization.
  • Highly organized and detail-oriented.
  • Ability to work in a dynamic start-up environment where initiative and ownership is preferred.
  • Assertive, and not afraid to share their opinion.
Key Competencies:
  • Customer Focus: Anticipates and takes action to meet customer needs.
  • Focuses on Quality: Drives work results with a quality focus on actions and results.
  • Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment.
  • Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services.
  • Takes Initiative: Exhibits strong drive for results and success.
  • Working Safely: Demonstrates safe behaviors.
  • Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
  • Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
  • Communications: Exchanges thoughts, feelings, and information effectively.
Physical Requirements / Working Conditions:
  • Prolonged periods sitting at a desk and working on a computer.
  • Moderate use of computers and other office equipment.
  • Able to complete physically demanding work, with superior hand/eye coordination.
  • May be required to travel to and navigate a variety of locations.
  • Excellent depth perception and reaction time.
  • Ability to safely use small hand tools in high-voltage environments.
  • Constantly needed to stand, bend, kneel, push, pull, reach, squeeze, adjust, and lift.
  • Must be able to navigate tight or uncomfortable positions.
  • Unpredictable weather working environments due to repair locations of our products.
  • Ability to adjust focus, especially due to concentration on a computer screen.
  • May need to lift and carry up to 50 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
  • The person in this position needs to occasionally move about in industrial environments and on uneven terrain.
  • The noise level in the work environment can be moderately loud.
  • Must be able to manipulate equipment for calibration and modification.
  • Prolonged periods of operating equipment.

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