Role Description As the Senior Technical BESS Service Engineering Manager, you will be responsible for defining technical serviceability, diagnostic capability, Safety procedures and field quality execution across the platform. You will serve as the technical authority within the service organization, bridging the gap between engineering, manufacturing, and field operations. Your mission is to ensure that every product is designed and supported to maximize customer uptime and deliver a seamless, high-quality ownership experience. Key Responsibilities - Strategic Leadership & Technical Vision - Act as the technical authority bridging product development and service execution to ensure a customer-centric service model. - Define the technical service system, ensuring products are designed, validated, and supported to operate reliably at scale. - Align engineering and manufacturing deliverables with service requirements to reduce customer mean-time-to-repair (MTTR). - Integrate technical service requirements into platform and product development to ensure "service-first" engineering. - Serviceability & Diagnostic Definition - Define comprehensive service information, including diagnostic procedures, troubleshooting paths, repair methods, and work instructions that simplify the customer support journey. - Establish standards for service manuals, bulletins, and technical knowledge systems to ensure field technicians can resolve issues quickly, accurately and repeatedly. - Ensure serviceability requirements are embedded in product design and validation processes to minimize customer downtime. - Define diagnostic methods, test procedures, and tooling required for superior field support. - Diagnostic Support & Technical Escalation - Define diagnostic support models, including escalation paths and advanced troubleshooting capabilities, to provide rapid resolution for customers. - Establish technical assistance structures for complex or unresolved issues, ensuring a high "first-time fix" rate. - Standardize issue investigation and resolution approaches to maintain consistency in the customer service experience. - Field Quality, Safety, Reliability & Continuous Improvement - Define failure intake processes and severity classifications to proactively manage customer-impacting events. - Develop and Implement “Safety First” procedures that are repeatable and scalable to ensure the care of Ford employees. - Drive corrective action processes, including root cause analysis and permanent fixes, to prevent recurring issues for the customer. - Define reliability metrics and failure tracking across the installed base to monitor and improve customer satisfaction. - Translate field insights into actionable design improvements, closing the loop between the customer’s real-world experience and engineering. Qualifications - Required - Bachelor’s degree in engineering or equivalent combination of education and experience. - 10+ years of experience in engineering, technical program management, or field service within complex systems. - Strong understanding of diagnostics, troubleshooting, and failure analysis in operational environments. - Experience working across engineering and operations to resolve technical issues and improve product performance. - Ability to lead structured problem-solving and root cause analysis across cross-functional teams. - Preferred - Demonstrated experience in improving customer satisfaction (CSAT) through technical service excellence and product reliability. - Experience with energy storage systems, power electronics, or industrial equipment. - Background in field service, commissioning, or technical support organizations. - Familiarity with reliability engineering, failure analysis methodologies, or quality systems. - Experience defining serviceability requirements during the product development lifecycle. Leadership Attributes - Customer-focused technical leader who prioritizes product uptime and reliability as the primary drivers of brand loyalty. - Visionary strategic thinker able to navigate rapidly evolving global energy storage markets. - Structured problem-solver capable of translating complex technical failures into clear, actionable improvements. - Strong communicator able to advocate for the customer's technical needs within the broader engineering organization. Location & Travel - Flexible Location: This position is remote-friendly (U.S. locations) for candidates with a proven ability to deliver results outside of a traditional office environment. - Significant Travel: This role may require travel to China to interface with manufacturing and engineering teams, as well as extensive travel across the US to collaborate with service partner sites and visit customer installations. Benefits - Immediate medical, dental, vision and prescription drug coverage - Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more - Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more - Vehicle discount program for employees and family members and management leases - Tuition assistance - Established and active employee resource groups - Paid time off for individual and team community service - A generous schedule of paid holidays, including the week between Christmas and New Year’s Day - Paid time off and the option to purchase additional vacation time.