Field Service Technician

East Penn Manufacturing Company • Ann Arbor, MI

21h

About The Position

Get to know East Penn! Navitas Systems LLC, a leader in comprehensive energy storage solutions, was formed in 2011 with the merger of MicroSun Innovative Energy Storage Solutions and MicroSun Electronics, and the acquisition of lithium battery company A123 Systems’ Government Solutions Group. In 2019, East Penn Manufacturing, one of the world’s leading battery manufacturers, acquired majority interest in Navitas Systems. In SEVEN remarkable decades, East Penn has grown from a one-room shop with a product line of five automotive batteries to one of the world’s leading battery manufacturers with over 10,500 full-time employees, 515 product designs, operations around the world, and hundreds of awards for industry excellence. At our Navitas facilities we engage in the research, design, development, and manufacture of advanced lithium cells and energy storage products and systems for both commercial customers and U.S. Government/military customers. We invest in our people, they are and always will be the heart of this company. Are you ready to join a family-owned enterprise committed to honoring the contributions of everyone? Then Navitas is the right place for you. Overview The Field Service Tech is responsible for installing, repairing, and maintaining customer products produced by the company. This position troubleshoot products, advise customers on options, train customers, and build relationships. The Field Service Tech will travel approximately 80% of the time in the U.S., Canada, and Mexico. This position requires the ability to read instructions represented in manuals and follow these instructions. This position exists in a temperature-controlled environment.

Requirements

• Technical Training e.g. associates degree, ITT tech etc. desired
• 3 years of work experience in field service required
• Customer facing role
• Capable of reading DTC codes, CAN logs, SW flash, and troubleshooting electronics and systems
• Proficient in Microsoft Office
• Must be flexible and adapt easily to change.
• Able to travel up to 80% of time.
• Organization and process oriented

Responsibilities

• Address customer issues via phone, email, and text
• Manage installation schedule; Perform installation on customer site
• Develop knowledge-based troubleshooting and frequently asked questions (FAQ) guides
• Support development of field service tool
• Identify requirements for product by observing customer use cases while on-site
• Read DTC files, CAN logs, and other files to troubleshoot issues
• Flash updated SW
• Support user manual development
• Drive feedback into process to ensure engineering designs account to fix field issues
• Establish relationship at service level
• Perform order checkout
• Install customer orders and train
• Train dealers, manufacturers, and end customers on operation & troubleshooting
• Assist on the manufacturing floor to assemble and test packs
• Support test and validation with duplicating field issues to support SW & HW for root cause analysis
• Work with manufacturing to ensure timely manufacturing and shipping of products
• Read and comprehend instructions and follow established procedures
• Performs in a manner that will prevent errors and omissions.
• Provides advisory support and assistance to the department manager as needed.
• Responsible for meeting team targets and key performance indicators
• Participate in activities needed to support the management functions of the team.
• Follow all safety guidelines and operate in a safe manner
• Physical presence on the job is essential including weekends and holidays if deemed necessary
• Other duties as assigned by management

Benefits

• Competitive compensation
• Group health insurance that includes high quality medical, dental, vision and prescription coverage with a low employee premium
• Retirement Savings Plan with company match and a 3% employer contribution
• Paid company holidays and Paid Time Off (PTO)
• Employee assistance program
• Fitness Discounts
• Promotional opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees