Technical Service Specialist
American Battery Solutions

Job Info

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Job Summary:

The Technical Service Specialist is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growth of the ABS customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction. This individual will work closely with our prototype and production engineering manufacturing teams, as well as key suppliers and the validation/testing teams.

Responsibilities:

Engineering

• Lead service roles in our Product Development Process (PDP) and gate reviews.
• Provide Platform Engineering input and tasks required to support new product introduction (NPI).
• Provide sustaining design engineering service support for existing products.
• Improvements include changes to products and processes.
• Analyze field returns to identify the root cause and corrective actions.
• Complete root cause analysis and corrective actions for product and process failures.
• Use documented data-driven and structured problem-solving methods.
• Provide technical support for the resolution of product issues in the field.

Service

• Ensure customer satisfaction with product performance and field service activities.
• Assign and schedule regional Service Technicians and Specialists.
• Prepare and approve quotations for field service activities.
• Review and approve field service reports; provide complete and professional documentation to the customer.
• Develop and maintain service programs with cross-functional operations support for each customer.
• Develop and present training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations.

Warranty

• Manage customer Return Material Authorization (RMA) process.
• Manage customer Warranty process.
• Develop and implement warranty processes and tracking, including process flow diagrams and call center scripts.
• Create Customer and Product Warranty documents.
• Develop and implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications:

• Bachelor's degree in business, engineering, or a related field.
• Minimum of seven (7) years' of experience working in customer service and a minimum of five (5) years of experience leading teams of skilled mechanical and electrical service technicians.
• Minimum of five (5) years' of working with complex electro-mechanical systems required.
• 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 travel approximately 25% domestically and internationally.
• 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. Establishes and maintains a productive and effective working relationship with customers, both internal and external, and gains their trust and respect.
• 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; collects relevant information, seeks input from others, and identifies connections and/or root causes of problems.
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• 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:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment.
• Ability to adjust focus, especially due to concentration on a computer screen.
• May need to lift and carry up to 30 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.

Why Join Us

American Battery Solutions (ABS) provides comprehensive benefit plan options at no cost, competitive salary to all associates. ABS is committed to a diverse and inclusive workplace.

Benefits Overview

• Paid time off includes 4 weeks, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company provided 401K savings plan with matching contributions to help you save for retirement.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral program.
• Employee development and career growth opportunities.

About Us

At American Battery Solutions (ABS) we are developing the next generation of battery energy storage systems that will power the vehicles of today and tomorrow! Our team works with the latest technologies and battery chemistries engineering, testing, and manufacturing batteries to power the world's electric propulsion transition. At ABS you may get a chance to work on a project for an autonomous warehouse robot or an autonomous lawnmower, or you may work on a battery for a fleet of delivery vehicles or a transit bus, or even an EV start-up or a massive grid energy storage system. Our team is led by some of the industry's most experienced professionals, but we pride ourselves on developing a diverse team of next-generation battery experts.

The Location - Lake Orion

American Battery Solutions Headquarters and Innovation Center is located in the heart of South-East Michigan in Orion Township. Orion Township is a Pure Michigan Trail Town that has a long-standing dedication to enhancing trails and pathways in its community, which is home to the Polly Ann Trail, Paint Creek Trail, and Iron Belle Trail. The township boasts more than 50 miles of trails. Southeast Michigan also boasts some of the best eating around! Whether your interest is in furthering your education, enjoying one of the many regional sporting events, or enjoying the vast outdoors that Michigan has to offer, you'll be at the center of it here!

AMERICAN BATTERY SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.

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