FranklinWH is a rapidly expanding company determined to become the leader in the global energy home storage system (ESS) industry. FranklinWH offers whole home energy solutions typically coupled with solar PV systems, bringing households into the modern all-electric future. Though founded by experts in power electronics, BMS and EMS, FranklinWH is equally focused on energy management software while also providing top level service to our partners and customers. FranklinWH is expanding its global footprint, relying on an industry leading supply chain. This is an exciting time to be at a fast-growing company in a fast-accelerating industry.
The Technical Support Engineer at FranklinWH is crucial in commissioning, troubleshooting, and assisting with customer installations of our Energy Storage Systems (ESS) and related products. This position primarily involves remote support but also requires on-site work up to 50% of the time during peak periods. The role demands a strong ability to manage time and resources effectively to provide prompt, high-quality service to our customers. When not in the field or traveling to site for customer/technical support, the remainder of expected work is remote. This role will be based in the Northeast region of the United States.
Responsibilities:
Documentation and Training:
- Prepare and update product service documents and online technical materials using the knowledge management system.
- Develop and deliver training materials (e.g., documents, slides, videos) via webinars or in-person sessions, tailored to electricians, installers, and internal teams.
- Receive quarterly or as-needed training from R&D and Tier 3 (T3) technical teams to stay current with product knowledge.
Customer Support and Case Management:
- Log customer issues in the ticketing system and manage cases from inception to resolution. This includes solving customer problems, dispatching personnel to sites, and escalating complex issues to the T3 support team.
- Communicate clear instructions to customers, leveraging feedback from T3 and documentation to guide next steps.
- Work with installation partners, and end users to help resolve issues.
- Focus on becoming a technical expert on FranklinWH products, collaborating with the technical teams to resolve issues.
- Manage overflow of customer service calls during high call volume times.
On-Site Analysis and Reporting:
- Conduct root cause analysis on-site in case of system failures and thoroughly document findings.
- Coordinate site visits and prepare documentation, including expense reports, during and after each visit.
- Replace components and troubleshoot issues while on site.
Inventory Management:
- Manage personal inventory of spare parts and components, maintaining individual or regional warehouses, and ensure proper stock levels and timely reordering.
Ethical Standards and Compliance:
- Uphold the highest ethical standards in all business activities in compliance with FranklinWH's Code of Business Conduct.
- Take on additional duties and projects as needed, such as assisting with key customer accounts, developing new tools or resources, or conducting webinars.
Qualifications and Experience:
- 2-5 years experience working with solar and battery ESS installations, or equivalent electrical experience
- Bachelor's degree in engineering or science preferred, or equivalent job experience.
- Enthusiasm for learning a new product and teaching it to others.
- Strong troubleshooting and problem-solving skills.
- Proficiency in reading and understanding electrical (especially solar and battery systems), structural, mechanical, and architectural drawings.
- Self-driven and highly motivated, capable of delivering on team goals and manager asks without heavy oversight.
- Willingness to travel up to 50%, including some nights and weekends.
- Ability to work effectively in both office and outdoor environments.
- Capable of lifting and moving 75lb components as needed.
- Excellent written and verbal communication skills.
- Customer service experience preferred.
- Solid understanding of electrical installation, solar electrical systems, and customer service is preferred.
- Familiarity with tools and software such as Freshdesk, ClickUp, Microsoft Office, hand tools, electrical meters, and safety requirements (NFPA 70E, OSHA 10).
Performance Metrics
- Measured by ticket handling efficiency, goal and project achievements, customer feedback, and internal team feedback.
Compensation and Benefits:
- Competitive salary with a comprehensive benefits package.
- Performance-based bonus package based on individual achievements.
- 401(k) retirement plan with employer matching.
- Medical, dental, life, and disability insurance.
- Paid time off (PTO) and sick days.
- Full-time position.
FranklinWH is an Equal Opportunity Employer (EOE), committed to diversity and inclusion. We ensure that all employment decisions are made without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.
