Optimal CAE
Position Overview
The Service Engineer will provide technical support, troubleshooting, and resolution for residential customers utilizing home charging and home energy distribution/storage systems. This role involves a mix of onsite visits, laboratory testing, and office-based work. Strong collaboration with cross-functional teams is essential, with the goal of becoming an independent technical resource for the organization.
Key Responsibilities Technical Diagnosis & Troubleshooting Perform onsite troubleshooting, diagnosis, and analysis of customer cases related to installation, commissioning, and system functionality. Provide clear resolution guidance to technical advisors, installers, and customers during site visits. Communicate technical issues, repair processes, and system functionality in a clear and customer-focused manner. Utilize required tools to perform accurate diagnosis and troubleshooting. Ensure customer satisfaction throughout the resolution process. Communication, Training & Feedback Coordinate on-site support with customer care and operations teams. Collaborate closely with technical advisors, warranty, and customer care to manage product returns. Prepare detailed reports and documentation to meet compliance and deliverable requirements. Train and mentor other field service engineers as needed. Contribute to the development of technical training materials. Provide insights and feedback to improve products, processes, and customer experience. Work Environment
Split: 1/3 office | 1/3 laboratory testing | 1/3 residential customer homes Collaboration Level: High; initial reliance on hardware/software engineers with progression toward independent work. Nature of Work: Ongoing technical support rather than project-based assignments. Team Need: New role created to address increased demand for onsite technical support in the industry and team. Typical Work Breakdown
Daily: Team meetings to assess technical support needs and determine deployment to customer sites. Weekly: Cross-functional team meetings to review cases, share insights, and improve processes. Qualifications
Bachelor's degree in Engineering or related technical field preferred; open to candidates with a high school diploma (HSD) and relevant experience. Strong technical troubleshooting and diagnostic skills. Excellent communication and customer service abilities. Ability to work independently and collaboratively in cross-functional environments. Willingness to travel to residential customer sites as needed.
Having experience in commercial EVs, energy storage systems and/or solar panel systems would work for this role. Initial training would take place in MI for a period of 6-8 weeks.
50% travel all over the U.S. Prefer candidate close to an airport to be able to get on a flight rather quickly. Excellent communication skills are very important as this person will be interacting with athletes, celebrities and social influencers.
The Service Engineer will provide technical support, troubleshooting, and resolution for residential customers utilizing home charging and home energy distribution/storage systems. This role involves a mix of onsite visits, laboratory testing, and office-based work. Strong collaboration with cross-functional teams is essential, with the goal of becoming an independent technical resource for the organization.
Key Responsibilities Technical Diagnosis & Troubleshooting Perform onsite troubleshooting, diagnosis, and analysis of customer cases related to installation, commissioning, and system functionality. Provide clear resolution guidance to technical advisors, installers, and customers during site visits. Communicate technical issues, repair processes, and system functionality in a clear and customer-focused manner. Utilize required tools to perform accurate diagnosis and troubleshooting. Ensure customer satisfaction throughout the resolution process. Communication, Training & Feedback Coordinate on-site support with customer care and operations teams. Collaborate closely with technical advisors, warranty, and customer care to manage product returns. Prepare detailed reports and documentation to meet compliance and deliverable requirements. Train and mentor other field service engineers as needed. Contribute to the development of technical training materials. Provide insights and feedback to improve products, processes, and customer experience. Work Environment
Split: 1/3 office | 1/3 laboratory testing | 1/3 residential customer homes Collaboration Level: High; initial reliance on hardware/software engineers with progression toward independent work. Nature of Work: Ongoing technical support rather than project-based assignments. Team Need: New role created to address increased demand for onsite technical support in the industry and team. Typical Work Breakdown
Daily: Team meetings to assess technical support needs and determine deployment to customer sites. Weekly: Cross-functional team meetings to review cases, share insights, and improve processes. Qualifications
Bachelor's degree in Engineering or related technical field preferred; open to candidates with a high school diploma (HSD) and relevant experience. Strong technical troubleshooting and diagnostic skills. Excellent communication and customer service abilities. Ability to work independently and collaboratively in cross-functional environments. Willingness to travel to residential customer sites as needed.
Having experience in commercial EVs, energy storage systems and/or solar panel systems would work for this role. Initial training would take place in MI for a period of 6-8 weeks.
50% travel all over the U.S. Prefer candidate close to an airport to be able to get on a flight rather quickly. Excellent communication skills are very important as this person will be interacting with athletes, celebrities and social influencers.