Field Sales Technician

The Service Technician is responsible for field service, providing technical support, post-sales service & support for our rapidly growing portfolio of Uni-Directional DC fast chargers, Bi-Directional Chargers, battery-sled systems, and Power Conversion Products. This role ensures world-class customer support, high uptime, timely issue resolution, and a professional service experience for all customers.

Key Responsibilities

1. Service Operations:

· Field service & support

· Develop and maintain service procedures, troubleshooting guides, and escalation workflows.

· Ensure timely response and resolution for service tickets, RMAs, on-site service events, and commissioning requests

· Track customer satisfaction metrics

2. Technical Support & Troubleshooting:

· Serve as the primary escalation point for technical issues involving Uni-Directional/Bi-Directional DC fast chargers,

internal CAN/Modbus communications, thermal systems, and control boards

· Work closely with engineering on product improvements, firmware updates, and field failure analysis

· Provide remote diagnostic support using backend monitoring tools, logs, and service portals

3. Customer & Partner Engagement:

· Maintain strong relationships with customers with service or post sales related issues

· Support customers during installation, commissioning, training, and long-term service

· Communicate service bulletins, firmware releases, and preventive maintenance schedules

· Represent the company when needed at customer meetings and site visits

4. Training and Documentation:

· Develop and deliver training for installers, service techs, and channel partners on best practices

· Oversee updates of service manuals, installation guides, and technical documents

· Maintain internal knowledge base articles and service libraries

5. Warranty, RMA & Reporting:

· Work with the quality dept, assist with warranty claims, RMA workflows, and replacement parts

· Analyze field data to identify failure trends and product improvements

· Provide service status reports to leadership

6. Cross-Functional Collaboration:

· Work with Engineering, Manufacturing, Quality, Sales, and Product teams on continuous improvement from service-related findings

· Participate in NPI activities with field insights when needed

· Support UL/ETL/field testing as needed

EDUCATION

Bachelor’s degree in electrical engineering, Mechanical Engineering, or a related field

REQUIRED QUALIFICATIONS

· 5 years of service management or field service experience

· Strong understanding of Rectifiers, Inverters, and EVSE

· Excellent troubleshooting and analytical abilities

· Experience with CRM/ticketing systems and KPI reporting

PREFERRED QUALIFICATIONS

· Experience with DC fast chargers (30 kW–360 kW)

· Knowledge of NEC 625, UL2202/2231 and UL 1741

· Experience with CANbus, PLCs, or firmware testing tools

· OSHA 30 or NFPA 70E certification

TRAINING

EV Charging certification requirements and industry/market requirements for EV Chargers