Field Service Engineer

Field Service Engineer - Mountain View, CA

As a Lunar Field Service Engineer, you will be essential in launching new products, conducting pilot programs with channel partners, and providing training and support for the installation of Lunar Systems in the field. This highly mobile role requires ongoing travel to various locations in the Northern California region (with some travel to Southern California), where you will actively assist the service and training team in providing front-line field support and coordination. Further, you will spend a portion of your time (~2-3 days per week) providing remote training and support (email, live-chat and telephone) to our channel partners using our desk-based support tooling systems.  Your efforts will ensure a consistently high level of quality and client satisfaction.

This role requires collaboration across functional groups to develop a technical and industry leading training program. The program aims to ensure quality installations, troubleshoot issues in the field, perform advance service diagnosis, resolve technical issues, and model safe working practices. This role requires sound technical judgment and creative problem solving skills to support the field operations of our installation partners. Field Service Engineers are a critical part of the team ensuring the Lunar value proposition and expectations are delivered in the field. You will be able to work independently, but also as part of a team with highly developed collaboration and communication skills and a willingness to go above and beyond to serve our clients and customers.  Ideal candidates are outgoing, enjoy interacting with people, and have a passion for solving problems.

Lunar Energy was founded to power homes around the world with endless clean energy. We’re a fast-growing, global company building brilliantly-designed energy products to electrify all homes and connect communities to form clean, resilient virtual power plants. The Lunar System includes a complete ecosystem of battery storage, solar generation and load control, while supporting an open control philosophy to maximize value of distributed energy assets. 

 On a given day at Lunar, you’ll likely…

• Either be on the road traveling to a site(s) to perform training and / or supporting our channel partners; or in the Lunar Head Office providing remote (phone, live-chat, email) support.  General rule of thumb being 60:40 (field:office), though this may change week to week as required..  There will also be ongoing regional travel throughout Northern CA (with some travel to Southern CA) to serve installers and end customers, along with travel to Lunar’s HQ in Mountain View, CA.
• Serve as a subject matter expert on the installation of all Lunar products. 
• Work closely with other Lunar internal teams and our installer partners to troubleshoot and resolve technical field issues in a timely manner, ensuring high quality installations and customer satisfaction.
• Troubleshoot and perform root-cause analysis, both remotely and on-site. 
• Provide Lunar lab, remote, on-the-job, and continuing education training for Lunar channel partners and internal staff.
• Perform quality audits of channel partner installations. 
• Educate Building and Safety departments (AHJs) and secure first permits for the Lunar System in any given region.
• Interpret data and report on key metrics, providing insight and suggestions for improvement.
• Help identify areas of most common installer errors or system issues, and propose training, design, software, and/or hardware that can mitigate these.
• Take ownership of issues or questions and escalate problems to the appropriate persons and follow up accordingly with the customer.
• Maintain close relationships with partner teams, owning every interaction and following through to completion.

• Use internal software to communicate with installation partners via phone, live-chat or email, ensuring correct categorization and definition of issues, and correct use of internal support systems (i.e. Tier 3 escalation tickets, RMA tickets etc.).

Desired Skills:

• Degree in engineering or applicable equivalent technical field experience.
• 5+ years of relevant industry experience and knowledge in the design and installation of residential solar, battery and/or EV charging products.
• Must maintain a clean driving record with the ability to pass a driving background check. 
• Valid state or local Electrical Journeyman certification or license preferred
• Knowledge of the NEC and applicable codes and standards.
• Ability to interpret single line drawings, permit packages and technical specifications for PV (required), ESS (required) and EVSE (desired) systems.
• Ability to read graphs with device telemetry and spot anomalies in large data sets.
• Ability to troubleshoot complex electrical problems. 
• Understands interconnection activities, building & safety department processes and basic construction principles.
• Adheres to company safety policies and procedures including ability to identify and report safety hazards, and the ability to encourage others to work safely.
• Excellent written,  verbal communication and presentation skills 
• Proficiency in Microsoft Office and / or G-Suite with ability to create and use spreadsheets, word document and presentations
• Ability to work within a high-performance, cross-functional organization with extremely tight timelines and aggressive goals.
• Willingness to work non-routine work hours (including weekends and public holidays) when required.
• Flexible towards traveling locally and nationally while focusing primarily on your local region (where the installers and sites are located).

Physical Demands:

• Ability to transport materials and equipment to complete assigned job tasks (up to 50 lb frequently and up to 100 lb with assistance).
• Ability to work on rooftops with various angles and surfaces which requires frequent bending, twisting, squatting, climbing, kneeling, crawling, turning, standing, and balance.
• Ability to climb ladders.
• Ability to work in outdoor weather conditions including but not limited to: excessive noise, extreme heat, extreme cold, wet environment, and humidity.
• Ability to frequently utilize hand functions requiring fine motor skills, including but not limited to: fine manipulation, grasping, and pinching.
• Ability to work within the safe range of equipment such as ladders, fall protection harnesses and other personal protective equipment.
• Ability to work in the sun and possibly low light conditions.
• Ability to distinguish colors such as red, black, yellow, white, green.
• Ability to work in confined spaces such as attics, basements, and crawl spaces which requires kneeling and crouching.
• Ability to hear verbal commands and warnings.

Benefits:

We’re dedicated to creating a remarkable employee experience. At Lunar, competitive base pay is one part of our total compensation package. Lunar employees also have the opportunity to become Lunar shareholders by getting equity in a fast-growing company and participating in our employee stock program.

Additional benefits include: 

• Medical, dental, and vision insurance for employees and dependents
• Flexible Paid Time Off plus 10 paid holidays
• Tax deferred 401(k) plan 
• Paid parental leave for all full time employees including 12 weeks paid parental leave for the birthing mother and 6 weeks paid parental leave for the non-birthing parent 
•  Subsidized EV charging and pre-tax commuter benefits
• Cell Phone stipend 

Our DE&I Philosophy: Lunar Energy is an equal opportunity employer. We are committed to attracting, developing and retaining diverse talent by supporting an inclusive workplace. Lunar recruits, hires, trains, promotes, compensates, and administers all personnel actions without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law.

Our Compensation Philosophy: Our goal is to ensure that all Lunar Energy employees are fairly compensated. Please note that the salary range information that follows is a good faith estimate for this position provided pursuant to the Pay Transparency for Pay Equity Act for California applicants. The salary range estimate for this position depending on level of experience is: $85,000 - $130,000 USD.

The actual offer, reflecting the total compensation package & benefits, will be at the company’s sole discretion, and determined by factors including but not limited to years of experience, job level, geographic location, and other relevant business considerations. The company also reserves the right to amend or modify this job description, employee perks, and benefits at any time.