Remote Service Operations Manager (RSOM)

The Remote Service Operations Manager (RSOM) oversees a Remote Service Operations Engineers (RSOE) team The RSOE team is the primary point of contact for resolving any issues at the customer’s energy storage sites Their primary responsibility is ensuring the prompt completion of issue resolution and maintaining the availability and efficiency of assets through reactive and planned preventive infrastructure maintenance As the Remote Service Operations Manager, you will: Manage the 24/7 Remote Service Operations, including Remote Monitoring and Diagnostics, Incident Management, Remote Maintenance and Operations of Fluence’s worldwide fleet of battery energy storage sites. Lead and manage a team of Remote Service Operations Engineers (RSOEs). These SOEs are the primary contact for all customer needs. They own all timely reactive and preventive maintenance activities coordinated with the customer and Fluence regional field service organizations. Act as the first escalation point of contact for internal and external customers for unresolved issues at the level of RSOEs. Define, maintain and continually improve the Standard Operating Procedures (SOPs) and Work Instructions (WI) for the 24/7 Remote Service Operations. Ensure the RSOEs maintain accurate site activity records and create professional and high-quality service reports in our service platform. Define, maintain and develop technical issue resolution interfaces with experts outside the Service Operations, i.e., the engineering, installation, field services, and product management departments. Actively identify and own process improvements to reduce costs and improve response time, reliability and the quality of our services. Own a Safety culture and ensure safety is a top priority during maintenance. Responsible for performance management, retention, hiring and development of a team of highly talented and motivated RSOEs. What will the ideal candidate bring to Fluence Undergraduate degree in Electrical/Electronics/Computer Science/Mechanical Engineering. 10+ years of work experience in electric utility or independent power producer companies within generation/operations/technical teams (Energy Storage, Coal, Gas, Solar, Hydro, Wind). 5+ years of people management experience as a team leader. Work experience as a remote operator/service engineer/control room engineer in a renewable energy company. Product knowledge and practical work experience in bi-directional inverters, HVAC, 1000V/high current DC systems, SCADA and MODBUS systems. Linux operating system experience for system administration, preferably using Red Hat/Fedora, Ubuntu, or Debian. Fundamental understanding of Networking. Experience in reporting, documentation, and Non-Conformance Reporting (NCR) management. Excellent communication skills. Ability and excitement to work with multicultural and multidiscipline teams. Flexibility and willingness to travel to customer sites and Fluence global offices.

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