Technical Service Specialist

Job Description

Job Description

Job Summary:

The Technical Service Specialist is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growing the American Battery Solutions (ABS) customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with internal and external stakeholders, targeting 100% customer satisfaction. This individual will work closely with our prototype and production engineering manufacturing teams, customers, as well as key suppliers and the validation and testing teams.

Responsibilities:

• Lead service roles in our Product Development Process (PDP) and gate reviews.
• Perform the functional Serviceability Reviews as part of the Service Gate Review.
• Provide Platform Engineering input and tasks required to support new product introduction (NPI).
• Provide sustaining design engineering service support for existing products.
• Improvements include changes to products and processes.
• Analyze field returns to identify the root cause and corrective actions.
• Use documented data-driven and structured problem-solving methods.
• Provide technical support for the resolution of product issues in the field.
• Ensure customer satisfaction with product performance and field service activities.
• Create and submit field service reports; provide complete professional documentation to the customer Repair Order (RO).
• Provide support for after-hours and emergency 24/7 customer service.
• Develop and maintain spare parts and specialty tools programs with cross-functional operations support.
• Ability to travel to customer / OEM sites as needed to support the warranty and life cycle of our products.
• Lead in the development of troubleshooting flows and documentation.
• Prepare and approve quotations for field service activities.
• Review and approve field service reports; provide complete and professional documentation to the customer.
• Develop and maintain service programs with cross-functional operations support for each customer.
• Aid in the development of training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations.
• Complete root cause analysis and corrective actions for product and process failures.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications:

• Bachelor’s degree in Business, Engineering, or a related field.
• Minimum of three (3) years of experience working in customer service.
• Minimum of three (3) years of experience leading teams of skilled mechanical and electrical service technicians.
• Minimum of five (5) years working with complex electro-mechanical systems.
• Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
• Highly collaborative with a genuine passion for customer service.
• Demonstrated experience working knowledge of Salesforce software application.
• Excellent analytical, communication, and presentation skills.
• Strong interpersonal skills to work with team members on all levels of the organization.
• Highly organized and detail oriented.
• Ability to travel approximately 25% domestically and internationally.
• Ability to work in a dynamic start-up environment where initiative and ownership are preferred.
• Assertive, and not afraid to share their opinion.

Key Competencies:

• Customer Focus: Anticipates and takes action to meet customer needs. Establishes and maintains a productive and effective working relationship with customers, both internal and external, and gains their trust and respect.
• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeks input from others, and identifies connections and/or root causes of problems.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment.
• Unpredictable working environments due to integration locations of our products.
• Ability to adjust focus, especially due to concentration on a computer screen.
• May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
• The person in this position needs to occasionally move about in industrial environments and on uneven terrain.
• The noise level in the work environment can be moderately loud.
• Must be able to manipulate equipment for calibration and modification.
• Prolonged periods of operating equipment.

Why Join Us

American Battery Solutions (ABS) provides comprehensive 100% employer paid benefit plans to employees and their family, competitive salary and retirement program. ABS employs a diverse and inclusive workforce.

Benefits Overview

• Paid time off includes 3 weeks of Vacation and 72 hours of Sick Time, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company provided 401K savings plan with immediately vested matching contributions to help you save for retirement.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral Program.
• Employee development and career growth opportunities.

About Us

American Battery Solutions Inc. (“ABS”) is a manufacturer of advanced batteries for commercial, fleet, and industrial on- and off-road vehicles. Located in the heart of the U.S. automotive region with facilities in Michigan and Ohio. In 2023, ABS was acquired by Komatsu, a world leader in construction, mining, forestry, and industrial heavy equipment in support of Komatsu’s 2050 carbon neutrality goal. ABS continues to operate as an independent entity serving Komatsu applications while continuing to expand and grow our core commercial, fleet and industrial business.

As we have grown, ABS has assembled a world-class team of dedicated and experienced engineers. This team is equipped with a deep understanding of high-voltage, automotive-grade battery systems from concept development and prototyping, to testing and validation, to high-volume production. We pride ourselves on developing a diverse team of next generation battery experts.

The Location - Lake Orion

American Battery Solutions Headquarters and Innovation Center is located in the heart of South-East Michigan in Orion Township. Orion Township is a Pure Michigan Trail Town that has a long-standing dedication to enhancing trails and pathways in its community, which is home to the Polly Ann Trail, Paint Creek Trail, and Iron Belle Trail. The township boasts more than 50 miles of trails. Southeast Michigan also boasts some of the best eating around! Whether your interest is in furthering your education, enjoying one of the many regional sporting events, or enjoying the vast outdoors that Michigan has to offer, you’ll be at the center of it here!

AMERICAN BATTERY SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.