First Response: Provide immediate troubleshooting guidance and define action plans for field/in-line issues to ensure customer satisfaction.
On-site Support: Visit customer sites to address concerns, inspect purportedly defective products, and manage urgent issues at the front line.
Defect Analysis: Lead diagnostic testing strategies in collaboration with analytical teams to guarantee a quick response on field failure investigations.
Reporting: Provide continuous field activity reporting to Global HQ and international sites, provide critical feedback on site activities to the process and development team for continuous improvement.
N.A Customer service center & RMA management
RMA Process: Manage the Return Material Authorization (RMA) process, including approval, status tracking, and compensation for returned products.
Center Support: Provide technical training on new products before launch and manage inventory for complete products/solutions at the RMA center.
Field Technical Support
Commissioning Support: Contribute technical expertise during and after installation, providing feedback on potential quality issues or defects.
Operational Support: Provide tech-support during commercial operation, including log data analysis, performance optimization, and maintenance guidelines.
REQUIREMENTS
MINIMUM EXPERIENCE REQUIREMENTS
Bachelor's degree in Electricity, Chemical, or Materials engineering or relevant technical field.
Customer-centric mindset with the ability to communicate effectively and maintain a professional, positive attitude with all customers and counterparts.
Field experience, hands-on practice and knowledge about Energy Storage Systems preferred, or similar experience acquired in utility and power, or renewable energy sectors.
Ability to perform physical activities, including lifting, carrying, and moving materials. (Up to 45lb)
Experience in Li-ion Battery Technology and associated risks.
Ability to provide rapid technical response in dynamic environments while troubleshooting complex system failures and managing multiple projects.
Comprehensive knowledge of technical investigation and analysis workflows for quality issue.
No restrictions with traveling in the USA or Internationally.
Availability to travel up to +30%.
Valid US Driver's license.
PREFERRED EXPERIENCE REQUIREMENTS
Experience in after-sales, solutions engineering, or similar role, in the li-ion/energy storage systems or automotive industry a plus.
Experience in multicultural working environment.
Communication and presentation skills, with the ability to convey technical concepts and findings to both technical and non-technical audiences.
Strong technical background with expertise in renewable energy and/or battery systems, and the ability to quickly learn and adapt to new technologies
Strong verbal and written communication skills in English (Korean is a plus but not required)
Experience in battery cell, module, and pack production process
MINIMUM EDUCATION
Degree Level: Bachelors
Field: Electricity, Chemical, or Materials engineering or relevant technical field
PREFERRED EDUCATION
Degree Level: Bachelors
Field: Electricity, Chemical, or Materials engineering or relevant technical field
INTERNAL TRAINING REQUIREMENTS
Quality Policy
Health & Safety Orientation
Quality Objectives
New Hire or New Position Orientation
Environmental Policy Statement
Samsung Philosophy and Values
QUALITY ASSURANCE REQUIREMENTS
Comply with requirements of the Quality Operating System (QOS) in accordance with ISO 9001:2008
Identify concerns and initiate corrective actions (through verification) relating to product, process and quality systems
Initiate preventative and continuous improvement actions relating to product, process and quality systems
HEALTH & SAFETY REQUIREMENTS
Follow safe work procedures established by the Company; and follow the OH&S directions of the head of your department or supervisor
Use of appropriate personal protective equipment (PPE) and safety systems
Where PPE is required to control exposure to hazards in the workplace, wear and maintain the PPE as directed, as indicated in a risk assessment, or as required in OH&S procedures
Use other safety and emergency equipment provided in the workplace as directed or as required in OH&S procedures
Assist with the preparation of risk assessments
Before commencing work or research, a risk assessment should be conducted to identify, assess and control the hazards associated with the work or research. This should be conducted in conjunction with other relevant staff, researchers and the supervisor
Report OH&S problems
Report workplace hazards to the supervisor as soon as possible after they occur
Report injury or illness arising from workplace activities using the incident/injury reporting system as soon as possible after the incident
Lead incident investigations and implement corrective actions
