Field Service Engineer - LV

Role: Field Service Engineer - LV Department: Operations Location: Bengaluru, India Experience: 5-7 Years Your Team: You'll be working with Operations — a group that runs on coffee and an infectious passion for building products that have never been built before. Our Flexible Energy Stack consists of the e^pack (battery pack) and e^pump (charging station), which unlock 15-minute rapid charging. Our philosophy: Break. Believe. Build. Break stuff, break assumptions, break the thumb rule. Believe in the team, the process, and through failures. Build fast, build passionately, build to simplify. Own it like you mean it. What you’ll own: We are seeking a proactive and technically sound Service Executive to lead our field operations for Low Voltage (LV) Auto Chargers. You will serve as the central nervous system of our service department, managing a team of Field Technicians and Auto Charger Operators while ensuring seamless charging operations across our network. This is a hybrid technical-leadership role that demands: • Real-time operational monitoring and decision-making • Team coordination and performance management • Hands-on technical troubleshooting when required • Safety and compliance advocacy Responsibilities Operational Leadership &Team Management • Manage and synchronize daily activities for field technicians and site operators • Coordinate team schedules to ensure 24/7 operational coverage and SLA compliance • Monitor team performance metrics (response time, resolution rate, customer satisfaction) • Provide performance feedback, coaching, and professional development Performance Monitoring & Diagnostics • Proactively monitor charger health and performance via digital dashboards and analytics • Identify errors, inefficiencies, and anomalies in real-time • Direct the field team toward immediate resolution with actionable diagnostics • Track key metrics: uptime, MTTR, SLA achievement, cost per repair Technical Guidance & Escalation Management • Act as the first point of escalation for both technical and operational issues • Provide remote troubleshooting guidance to field technicians • Offer on-site technical support during complex repairs and preventative maintenance • Document issues, root causes, and solutions for knowledge base Safety, Compliance & Risk Management • Serve as the site safety advocate; ensure all team members adhere to electrical safety protocols • Conduct safety briefings and compliance audits • Ensure adherence to SOPs, Indian electrical standards (CEA guidelines), and company policies • Report and manage safety incidents; drive corrective actions Crisis Management & Problem-Solving • Demonstrate strong problem-solving skills in managing & situations • Make sound decisions where standard operating procedures may not yet exist • Collaborate with backend engineering for complex technical escalations • Drive continuous improvement initiatives based on field insights Hands-on Technical Support