Customer and Technical Support Specialist

  • SimpliPhi Power Inc.
  • Oxnard, CA, USA
  • 22 Jul, 2020
Full time Wind Jobs Energy Efficiency Jobs Environmental Jobs Green Jobs Renewable Energy Jobs Battery Jobs

Job Description

COMPANY OVERVIEW:

 

On a mission to create universal access to safe, reliable and affordable energy, SimpliPhi Power designs and manufactures highly efficient, durable, cobalt-free energy storage and management systems that have been deployed in over 40 countries. Based in Oxnard, California, SimpliPhi combines non-hazardous lithium ferro phosphate (LFP) chemistry with innovative manufacturing materials and processes, advanced engineering, power electronics, and Battery Management Systems (BMS) to provide flexible and scalable on-demand power solutions for residential, commercial, industrial, military, emergency response and humanitarian applications. Integral to all SimpliPhi Power solutions is proprietary IP that further optimizes the rate and depth of discharge, cycle life, resilience and overall performance of our energy storage and management systems. Founded in 2010, SimpliPhi Power’s energy storage solutions were rigorously tested by and surpassed the requirements of the U.S. Army and Marine Corps, serving the needs of service men and women on the front lines in Afghanistan and Iraq. Meeting that standard of excellence remains at the core of all that we do.

 

SimpliPhi Power recognizes that high performance teams are made up of diverse, critical thinkers who are also creative, tenacious and proactive, focused on the strategy, execution and hard work necessary to make a positive impact – on people, the company, the planet. We believe that who you are as a person matters and infuses everything you do – and that this principle is as fundamental to your job performance as your educational, technical and professional experience. We seek candidates who are innovative problem solvers with an exceptional capacity to process both quantitative and qualitative data, who are as compassionate as they are passionate about their work, who can set and achieve high standards but possess the humility to take feedback and course-correct when necessary. We know that innovation must happen at every level and within every department of the company, that it is as much about technological advancement as it is about how we build our business and the practices we employ, our communication strategy and stellar customer service.

 

If these qualities and capacities align with the vision you have of yourself and the type of company you want to work with, we welcome your application!

 

EQUAL OPPORTUNITY EMPLOYER:

 

SimpliPhi Power is an Equal Opportunity and Affirmative Action Employer.  Employment decisions are  based upon job-related requirements regardless of an applicant's race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.   We know the value and strength of a diverse team and actively strive to create a work environment that is free from discrimination and harassment, embracing different perspectives, viewpoints and ideas.

 

POSITION OVERVIEW:

 

The Customer and Technical Support Specialist will take responsibility for providing technical support by developing valuable relationships with installers and integrators, as well as  establishing partnerships with other manufacturers within specifically defined market segments. The Customer Specialist will assist the sales applications engineering team in managing technical support intake forms and troubleshooting systems in the field with distributors and installers working with SimpliPhi’s Lithium Ferro Phosphate (LFP) batteries and integrated systems.

 

The role also involves experience answering a broad range of technical questions regarding battery operating parameters, appropriate Balance of System equipment, proper battery wiring, LFP battery chemistry, battery management system functionality, interoperability and more.  This role will also involve handling returns, processing RMA’s and assisting customers with submission of paperwork using our CRM platform.

 

This position is the entry point to a company regarded as an industry leader, but by no means entry level. We are looking for someone who has a unique combination of skills and experience both on the customer service side as well as the technical side with complete renewable energy systems that incorporate storage solutions. SimpliPhi’s company culture promotes employee career growth and job expansion. We are seeking an individual who can help drive the education of customers across our growing markets and is excited to keep learning in this rapidly evolving industry.

 

Reports To: Technical Services Manager

Travel: 10 – 20%

Location: Oxnard, CA and remote (TBD)

 

 

Primary Job Duties:

  • Provide intake details on all technical support calls and emails, providing detailed analysis of system configurations and solutions to customers
  • Assist customers with battery system setup and Balance of System equipment settings
  • Discuss system performance issues and concerns with customers
  • Troubleshoot system issues, coordinating with Tier 2 Tech Support to resolve when necessary
  • Collaborate with other equipment manufacturers to solve integration issues, better understand potential future problems and establish proactive preventative steps in training and other technical documents
  • Track customers’ feedback regarding products and document issues in CRM
  • Stay up to date with the company’s offered products and product features, as well as the latest Balance of System equipment in the market
  • Recommend to customers appropriate products based on the specific application, outlining products’ capabilities and limitations
  • Recommend to customers appropriate battery system size and overall system design
  • Effectively communicate and educate all prospective and existing customers on the company’s products, solutions and advantages at events, on calls and in written communication
  • Solicit feedback from external and internal stakeholders on opportunities for product development, quantify opportunities and present to cross functional teams and leadership for prioritization

Minimum Mandatory Qualifications:

  • 3+ years’ in a customer facing role in energy storage or other renewable energy technology, in a technical sales role
  • 5+ year professional experience in the renewable energy industry, with preference towards an energy storage specialty
  • Expertise with solar photovoltaic system design and energy storage sizing
  • High level of proficiency with technical support via phone and email
  • Ability to stay cool under pressure
  • Independently make decisions and solve problems based on technical acumen
  • Direct customer service experience and/or experience talking on the phone with customers across renewable industry
  • Ability to remember and communicate detailed technical information clearly and accurately
  • Excellent written and verbal communication skills
  • Mastery of CRM or Helpdesk software
  • Energy storage field installation experience a plus
  • Technical degree and/or 3 or more years of experience in the energy storage industry required

 

Preferred Qualifications:

  • Previous experience working for or with renewable energy distribution or installation companies
  • Establishing strong relationships with installers in the industry
  • A demonstrated ability to drive sales through technical support and customer service relations

 

If you are passionate about innovations in energy storage, renewable energy, energy-related technology, and making an impact for the better, please apply today.

 

For more information, please visit SimpliPhiPower.com and follow us on Twitter, LinkedIn, Facebook and Instagram.

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