Field Service Technician

Position Overview

We are looking for a hands-on execution-focused technician to join our engineering and field service organization. The successful candidate will have exposure to servicing complex electro-mechanical equipment, preferably in the renewable energy or machine tool space. They must be able to work independently, equally capable of getting their hands dirty on the shop floor, interacting with customers over email and phone, or performing installations and service calls at customer sites. You will join a small and globally distributed team covering engineering, customer service, manufacturing and quality control with a focus on service excellence and product reliability.

Based out of our engineering and service center in Woburn, MA, the role offers autonomy around customer support operations. A key part of the role is replacement part fulfillment and system refurbishment alongside customer service case work. We value candidates who strive for continuous improvement, operate with an ownership mentality and can collaborate effectively with internal and external stakeholders.

Key Responsibilities:

• Partner with the Installation and Service Manager to coordinate and administer service case escalations, installations, training sessions, and field service calls. Provide service agent coverage as needed, ensuring case response SLAs are met.
• Manage SmartFlower North American spare parts including customer fulfillment and inventory optimization  
• Conduct SmartFlower system and component failure analysis, refurbishment and testing
• Provide technical training and remote troubleshooting to customers and service partners. Build and maintain strong relationships with external customers.
• Monitor and report key service KPIs, including order fulfillment time, service response time, and customer satisfaction.
• Drive continuous improvement initiatives to enhance shop operations, bolster product serviceability and drive down cost.

Requirements

• Completed technical education (high school diploma plus vocational training, trade school or an associate or bachelor’s degree in electrical, mechanical or renewable energy field).
• Hands-on field experience with mechanical assembly, electrical interconnections and related tools. Expertise in photovoltaic systems or industrial equipment a plus.
• Strong time management skills. Demonstrated ability to set individual priorities and meet deadlines.
• Able to lift awkwardly shaped objects weighing up to 75 lbs, work on ladders, bend and reach into tight spaces. Capable of using hand and power tools to complete mechanical work.
• Strong written and verbal communication skills, excellent attention to details.
• Proficiency with common business and collaboration tools (e.g. Salesforce CRM, Microsoft Office, Jira, Confluence)
• Valid driver’s license with a clean driving record. Willing and able to travel within North America up to 15%. Current US passport holder.
• Nice to have: licensed forklift operator, working knowledge of OSHA and NFPA 70E
• Legally authorized to work in the US. This position does not provide sponsorship.

Benefits

We offer:

• Clear responsibility for shop operations with autonomy in day-to-day decision making
• The opportunity to contribute directly to SmartFlower’s service and operational strategy
• Collaboration with an international and cross-functional team
• Work on renewable energy technology and industrial equipment across a wide customer base
• Competitive salary based on qualifications and experience

Equal Opportunity Employer Statement

SmartFlower LLC is an equal opportunity employer. We value diversity and are committed to creating an inclusive working environment for all employees. All employment decisions are made without regard to race/color, veteran status, gender, gender identity or expression, age, disability, ethnic origin, nationality, religion or belief, sexual orientation, marital or family status.

Qualified applicants are considered based solely on their skills, experience, and professional qualifications.