Customer Support Engineer

• Applications are considered on a rolling basis
• On-site

Job Description

Job scope:

The customer support engineer provides customer support daily and is responsible for supporting current and new customers with detailed technical knowledge about our Battery Systems. In this role you will be the focal point to build detailed understanding of the product and maintain key customer aftermarket relationships. This role acts as the primary hands-on support link between product development, sales and the Global Service Operations team.

The role requires but is not limited to a close interaction with the Quality, Service & Aftermarket functions, Sustain function, Engineering functions and Business Area functions.

Key responsibilities

• First line of technical support to customers for both HW, SW and application troubleshooting
• Application support to customers based on use case, load profiles and grid set ups. Optimize customer usage of our Battery Systems
• On boarding new customers and support knowledge transfer. Support FAT/SAT, on-site trainings and commissioning
• Support key customers in successful VMS system deployments, with regular customer contact where required
• Maintain a knowledge base of use cases, best practices, and troubleshooting methods
• Review field data to understand product performance for customers and proactively raise and investigate issues for further Quality and Product team action
• Support in maintaining the overall performance of the customer help desk boards for their product in conjunction with the Service Operations Manager
• Escalate and ensure support coverage with the Global Operations responsible where needed for their product
• Develop and maintain customer relationships with key customers and support them to access the broader Service Operations team
• Ensure field learnings are shared with Quality and Product teams and key issues are escalated for immediate resolution
• Support the broader Service Operations team to build knowledge on the product and develop customer relationships
• Focal point for product support within the Customer Support team
• Support to understand their customer service needs and assist in planning with the Service Operations responsible
• Responsible for Aftermarket sales orders for spare parts, service kits and trainings to satisfy customer needs
• Perform other tasks assigned by Manager

Accountability/ authorization:

• Budget responsibility: No
• Direct reports: No
• Authorized to report any quality, environment or health and safety nonconformities, ideas, risks, and opportunities.

Skills & Requirements

Requirements:

• Bachelor’s degree in engineering or relevant work experience within the renewable energy field
• Experience working with technical support to customers and users
• Experience working with high voltage power electronics products
• Knowledge about control systems software and hardware
• Excellent communication skills and customer service mindset
• English written and oral skills, additional languages are a plus
• Listening skills, to understand exactly what customers need
• Excellent problem-solving skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• Highly organized and proactive, goes beyond expectations
• Excellent attention to details
• Good personal presentation, especially when face-to-face with customers
• A commitment to improve your customer service skills on an ongoing basis.
• Willingness to travel internationally
• Valid driver’s license

Personal success factors (Consider Bold – Passionate – Excellent)

• Highly organized and result-driven
• Has a can-do attitude and entrepreneurial spirit
• Passionate & purpose driven
• Ability to work under high pressure and tight deadlines, excellent time management
• Ability to work well with others in a team environment, as well as independently
• Ability to work in a high profile and often high-pressured international environment
• Qualities that we cherish are flexibility, sense of quality, friendliness, motivation to take on new challenges, grit and a sense of humor

About the company

Northvolt is a European supplier of sustainable, high-quality battery cells and systems. Founded in 2016 to enable the European transition to a decarbonized future, Northvolt has made swift progress on its mission to deliver the world’s greenest lithium-ion battery with a minimal CO2 footprint and the highest ambitions for recycling. Among Northvolt industrial partners and customers are ABB, BMW Group, Scania, Siemens, Vattenfall, Vestas and the Volkswagen Group.

Northvolt Ett is a next generation battery cell factory focused on process innovation, scale and vertical integration. Once completed, the gigafactory will be one of the largest battery cell factory in Europe and produce at least 32 GWh of capacity annually.

Alongside Northvolt Ett, Northvolt is also establishing a manufacturing site for battery systems in Gdansk, Poland. This facility, Northvolt Battery Systems Jeden, will industrialize and produce world leading battery systems in order to meet the increased demand for complete battery solutions on the European market. The factory is a highly automated, state-of-the-art production facility for battery modules and energy storage solutions.

We are currently in an exciting fast-growing phase and operate in a dynamic environment, dealing with a wide range of stakeholders. We are staffing our international office in Stockholm, our R&D facility, Northvolt Labs in Västerås, as well as Northvolt Battery Systems Jeden, in Gdansk, for production of battery systems. We are also preparing for upcoming positions at the main factory, Northvolt Ett, in Skellefteå.

We want to work with experienced manufacturing experts as well as talented and purpose driven people from all kinds of disciplines to make this happen. Those of us already on board share a bold streak and a passion for our mission. We are prepared to work hard in pursuit of excellence. We enjoy the ride and our main drive is to make a real difference. We are a team dedicated to thinking new, working hard and having fun. Join us today!