At Powin, we are advancing the next frontier of energy and changing the way we power our daily lives by ensuring access to clean, resilient, and affordable power. With 17 GWh of projects deployed and under construction, we are a leading and trusted energy storage provider dedicated to creating an exceptional customer experience through end-to-end energy storage solutions. As a global energy storage solutions provider, we offer fully integrated battery solutions, software, and services to optimize grid performance and enable the transition to cleaner energy sources.It's your chance to be part of something greatCreate a World You're Proud ofWe envision a future powered by clean, carbon-free, renewable energy. Achieving our vision requires incorporating diverse perspectives and experiences and fostering collaboration to find viable solutions. We are looking for visionaries like you who aspire to more than just a job—those driven by a desire to make a real impact and who want to add their voice and ideas to the conversation. We value the input of all employees and stakeholders and strive to integrate their ideas into the best solutions to create a greener world for tomorrow. Our mission transcends batteries. Join us in creating a cleaner tomorrow, today.Summary:The ROC Technical Specialist – Tier II is responsible for monitoring, maintaining, troubleshooting, and ensuring the efficient operation of Powin's Battery Energy Storage System (BESS) facilities while also handling customer support, reporting, emergency management, and capacity testing.Remotely monitor BESS facilities, troubleshoot, intervene with alarm, warnings, and faults detected in real-time, take corrective actions to correct faults found.Manage and maintain BESS according to the operation procedure, customer agreement, market bidding awards, or bilateral agreements with grid utilities to ensure BESS operations function within specification, maximize availability revenue.Maintain logs of field issues found, operation and maintenance performed, outages, changes in operating status, and any other significant events.Point of contact for Customer technical/operational support through the service hotline, email, and ticketing system. Escalate as needed to Senior Systems Operations Engineer. Attend internal meetings and external meetings upon request from the LTSA/PM.Review BESS performance, generate field issue worklists or Work Orders for Preventive and Corrective Maintenance. Utilize battery diagnostics to address critical issues.Initiate and support site inspection and maintenance; Cooperate with stakeholders, Engineering, FS, LTSA PMs, ASP coordinators), provide excellent customer services.Trigger of Emergency Management.Responsible for generating monthly, quarterly, and/or annual operation status report, summarizing BESS usage, performance, system health, and maintenance events.Independently plan and perform annual capacity tests to demo the guaranteed capacity of projects, compile test reports.Partner with Senior System Operations Engineers, Product Analytics, and Sustaining Engineering teams for improvement plans.Manage and maintain ticketing for Zendesk and Zuper platforms to ensure accurate processing and escalation of critical items.Qualifications:Bachelor's degree in Electrical Engineering, Renewable Energy, other engineering related degree, or equivalent experience.Minimum of 2 years customer service and/or call center experience. Preference for technical call center experience.Minimum of 1-year related experience in Energy Storage Systems.At least 1 year of demonstrated troubleshooting and problem-solving skills.Ability to work a shift schedule including overtime, holidays and on-call as needed with notice, weekend shifts may be required.Experience using Zendesk, Zuper, and Jira.Ability to read and comprehend technical documentation.Ability to transfer basic technical knowledge to assist in guiding and supporting other team members.Experience demonstrating skill handling multiple tasks simultaneously without losing track of the details at various stages of completion under normal and stressful conditions.Ability to coordinate among different stakeholders.Work successfully as a part of a team and independently with a strong sense of accountability.Great communication skills with a willingness to partner on critical issues to solve challenging problems.A passion for continuous learning and improvement.
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