Senior Quality Service Engineer

EOLA Power•Miami, FL

3d•Remote

About The Position

EOLA Power is hiring a senior, non-field engineering professional to own the technical standards and quality program for its service of three-phase UPS, battery, and power distribution systems. The role is remote and US-based, with Eastern business hours; Eastern or Central time zone residence is preferred. The position includes onboarding and quarterly trips to Miami, Florida, as well as occasional site visits. The Senior Service Quality Engineer sets maintenance standards for UPS platforms across multiple OEMs and lifecycles, establishes requirements for field service report quality, and provides second-line technical support to field engineers and operations. The engineer turns field findings and recurring support issues into customer recommendations, procedures, training, and methods of procedure (MOPs), and leads improvements across service, operations, and sales. The role is intended for an engineer with 20 or more years of hands-on UPS experience who wants to codify that expertise into company-wide standards.

Requirements

20 or more years of hands-on experience with three-phase UPS systems, batteries, PDUs, and STSs across multiple OEMs.
Experience with legacy UPS platforms including Powerware 9170, 9315, 9390, Liebert Series 600, and Galaxy PW, and current platforms including 93PM, Galaxy VX, Liebert EXL S1, and ABB TLE.
Knowledge of platform lifecycles, common failure modes, and what preventive maintenance should identify before failure.
Extensive experience writing and reviewing field service reports.
Ability to diagnose faults remotely based on a technician's description and readings.
Strong written communication skills.
Comfort working in a cloud-based field service platform and CRM.
Must currently reside in the United States and be authorized to work in the US without current or future sponsorship.
Ability to work Eastern business hours and maintain reliable home internet.
Ability to travel to Miami, Florida, for one to two weeks during onboarding and one week per quarter, plus occasional site visits.

Nice To Haves

Residence in the Eastern or Central time zone.
OEM factory test or startup experience, which counts fully toward UPS experience.

Responsibilities

Own the technical quality program for Field Service Reports, including content standards, technical review and release authority, and escalation of deficiencies and safety findings.
Build and maintain OEM-platform maintenance standards by make and model, including lifecycle component intervals, preventive maintenance scope, firmware and known-issue checklists, and end-of-life guidance.
Incorporate maintenance standards into service procedures, checklists, and report templates so work is scoped, performed, and reported consistently across sites.
Translate field findings into customer recommendations and quote opportunities, and hand them to Inside Sales with the technical case attached.
Provide second-line technical support to Field Service Engineers and Operations during business hours, with after-hours escalation backup only.
Review after-hours support call records and turn recurring issues into training, procedures, and MOPs.
Lead process improvement across handoffs between service, operations, and sales.
Deliver at least one technical training per quarter to the field team.
Support technical interviews for Field Service Engineer candidates.