Field Services Engineer

Field Service Engineer - El Paso, TXCompany OverviewLG Energy Solution Vertech, Inc. (LGES Vertech) is a leading provider of grid-scale integrated energy storage systems, delivering safe, reliable, and high‑performance solutions to customers worldwide. Powered by our proprietary AEROS® energy operating system, we use advanced monitoring and controls to help customers optimize system performance and maximize the value of their energy storage assets.At LGES Vertech, you’ll be part of a collaborative, team‑oriented organization that aspires to be humble, hungry, and smart, working together to transform the energy landscape and create a more sustainable future. We value innovation, accountability, and growth, and offer competitive compensation along with comprehensive benefits, including 100% employer‑paid medical, dental, vision, life, and disability insurance.For more information, visit www.lgensol-vt.com.Position OverviewAs the Field Service Engineer (FSE) you will be responsible for the field technical support related to battery energy storage systems installed in North America. Additionally, FSE will handle the management of the quality issue reporting and will concurrently support multiple projects.Primary ResponsibilitiesThe successful candidate will require an understanding of handling manufacturer product warranties and return material authorizations (RMAs). The individual must be able to identify clients’ needs, generate solutions and respond to customer requests in a timely manner. This requires the individual to have technical background to be an expert related to the product and should support customers in need of technical support.Field ServiceRole of the communication window between customers and contractorsIdentifying any quality issues and reportingTroubleshooting and component replacementProviding routine maintenance as needed – SW updates and data collectionCoordinating resources, parts, and/or logisticsProduction of daily field service reportsCustomer training and training of internal techniciansCooperate with Authorized Service Company (ASC) and internal technician teams to perform repairsManagement of all site warranty issuesLog data analysis to identify issues and create a repair plan for ASC and internal techniciansParticipate in after hours on call schedule to remotely troubleshoot and resolve site outages.Quality ManagementLead to resolve quality issues with the related teamsInitiation and tracking the RMA/warranty processProviding a response plan to customersCoordinating resources, parts, and/or logisticsFollowing up product analysis, root cause, quality improvement plans, and preventive actionsKey Knowledge, Skills, and AbilitiesBasic Electrical fundamentals and use of test equipment, e.g. oscilloscopes, megger, volt metersBasic knowledge in computer networks and familiar with use of network troubleshooting tools, e.g. Busmaster, Wireshark, etc.Strong computer skills – Proficient with Microsoft Windows, Microsoft Office software such as Excel, Power Point, Word, and file-sharing platforms.Knowledge in various industrial network protocols such as SCADA, MODBUS, TCP, CAN BusExcellent communication skills; verbal, written, and presentationHigh level of analytical ability where problems are unique and complex; ability to proactively suggest improvements in products or work methodologyProfessional, initiative-taking individual with a strong results-oriented work ethicComfortable with frequent travel and working beyond normal office hours as required to meet customer expectationsAble to travel extensively throughout North America and spend extended periods at project sites during critical field service work (approx. 80%), and able to respond to unexpected urgent field support needsEducation and ExperienceBachelor’s degree in engineering or equal, relevant experience.3+ years of experience in field service, customer service, or technical support rolesRemote customer support experience via emails, phone, Team Viewer sessionsExperience with installation of energy storage systems, renewable energy products, and power systems to electric utilities or project developers desiredExperience troubleshooting electrical circuits and computer networks required