BESS Analyst

Fluence

1d•Onsite

About The Position

The Energy Storage Analyst is a critical Customer Success Center (CSC) member, responsible for monitoring, diagnosing and resolving issues in battery energy storage systems (BESS). This role ensures system reliability, optimal performance, and swift resolution of customer-reported and proactively identified issues. The analyst collaborates with field services, technical teams, and customer success managers to deliver exceptional service and support.

Requirements

2+ years of experience in energy storage systems, power systems, or related technical support roles.
Hands-on experience with monitoring tools, data analysis, and system troubleshooting.
Strong understanding of BESS technology, SCADA systems, and energy storage software.
Familiarity with data analysis tools and diagnostic platforms.
Proficiency in technical documentation and customer-facing communication.
Excellent problem-solving skills with a proactive mindset.
Strong communication and interpersonal skills, capable of engaging with technical teams and customers.
Legally authorized to work in the United States at the time of application and throughout employment, without the need for employer sponsorship.

Responsibilities

Continuously monitor BESS performance through the CSC's advanced diagnostic tools.
Identify and diagnose system issues, leveraging predictive analytics to anticipate and mitigate potential failures.
Escalate complex issues to senior engineering staff or Field Service Engineers as necessary.
Respond to customer-reported issues, providing Tier 1 or Tier 2 support depending on complexity.
Guide customers or field service engineers remotely through resolution steps.
Maintain detailed records of troubleshooting processes, resolutions, and system updates.
Work closely with the Field Services team to coordinate on-site visits for unresolved issues.
Collaborate with Customer Success Managers (CSMs) to communicate customer status updates and resolution plans.
Maintain accurate and detailed records of all incidents, resolutions, and system changes in the ticketing system.
Contribute to periodic performance reports, highlighting key trends and areas for improvement.
Support the development of troubleshooting guides and best practices for the team.
Participate in regular training to stay current with system updates, emerging technologies, and best practices.
Contribute knowledge-sharing sessions and cross-functional collaboration initiatives.
Provide insights to the Performance Improvement Team to enhance predictive models and maintenance protocols.