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Field Service Engineer

Field Service Engineer

Optimal Inc.Warren, MI, USA
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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.

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    Field Service Engineer • Warren, MI, USA