The Field Service Specialist is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growth of the American Battery Solutions (ABS) customer service portfolio. This role will be responsible for traveling to client locations and supporting ABS customers. The Field Service Specialist provides technical direction and assistance to customers on the use of the ABS product lines; serves as an expert in Company technology and/or applies a working knowledge of multiple technologies and may involve supporting customers at multiple sites.
Responsibilities:
Ensure customer satisfaction with product performance and field service activities.
Troubleshooting, testing, repairing and servicing technical equipment at client sites.
Providing service and customer support during field visits.
Diagnosing errors or technical problems and determining proper solutions.
Advising/Instructing the customer on how to use the equipment.
Building 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 (Repair Order (RO)).
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 to be utilized at customer sites, industry events, and new installations.
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.
Predictable and reliable attendance.
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. 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.
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.
Why Join Us
American Battery Solutions (ABS) provides comprehensive 100% employer paid benefit plans to employees and their family, competitive salary and retirement program. ABS employs a diverse and inclusive workforce.
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, and life insurance.
Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
Company provided 401K savings plan with immediately vested matching contributions to help you save for retirement.
Voluntary benefits offerings.
Tuition assistance.
Employee Referral Program.
Employee development and career growth opportunities.
About Us
American Battery Solutions Inc. ("ABS") is a manufacturer of advanced batteries for commercial, fleet, and industrial on- and off-road vehicles. Located in the heart of the U.S. automotive region with facilities in Michigan and Ohio. In 2023, ABS was acquired by Komatsu, a world leader in construction, mining, forestry, and industrial heavy equipment in support of Komatsu's 2050 carbon neutrality goal. ABS continues to operate as an independent entity serving Komatsu applications while continuing to expand and grow our core commercial, fleet and industrial business.
As we have grown, ABS has assembled a world-class team of dedicated and experienced engineers. This team is equipped with a deep understanding of high-voltage, automotive-grade battery systems from concept development and prototyping, to testing and validation, to high-volume production. 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.
