Contact and Monitoring Center Specialist

Eos Energy Storage - Edison, NJ

Full-time

Edison, NJ

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Contact and Monitoring Center Specialist plays a crucial role in ensuring the operability of customer sites for Eos Energy Storage. This position involves continuous monitoring of battery energy storage systems (BESS), responding to alarms, and providing exceptional customer service. The role requires shift work, including nights, weekends, and holidays, as the center operates 24/7/365. The specialist will document events, dispatch services, and support root cause analysis to improve operations.

Responsibilities

• Continuously monitor Eos customer's assets in the field and react accordingly to incoming alarms, warnings, etc.
• Receive and process inbound calls and emails requesting information and place outbound calls as necessary.
• Demonstrate a culture of safety, quality, and customer service through words and actions.
• Dispatch services as needed.
• Notify account contacts of necessary events and escalations.
• Perform ad hoc analysis and diagnosis looking for site degradation and abnormal performance.
• Develop and maintain accurate records of Battery Project operations on a per site basis.
• Utilize standard operating guidelines to handle indications.
• Ensure compliance with contract deliverables associated with monitoring and/or operating customer plants.
• Take ownership of customer issues with installed systems and work internally to ensure they are resolved as quickly and professionally as possible.
• Support root cause analysis with engineering teams to drive future improvements.
• Provide support for team members, via on the job training from lessons learned or pass down from shift to shift.

Requirements

• High School Diploma or equivalent required.
• Minimum of 3 years' experience in a similar role required.
• Strong interpersonal skills is a must.
• Familiarity of working within different groups of engineers, technicians, and customers for a minimum of 2 years required.
• One year technical customer service experience required.
• Knowledge of and familiarity with computers, Microsoft Office applications, and networks.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Problem solving skills must be exemplary; a strong analytic mindset oriented to the best solution is required.

Nice-to-haves

• An associate degree or 4-year degree is a plus.
• Experience in a monitoring center of any type is a plus.
• Familiarity with Visual Basic and Pivot tables are a plus.
• Having history and work experience around SCADAs or control software is a plus.
• Experience in understanding wiring schematics and line diagram troubleshooting is a plus.
• Relevant Military service is a plus.

Benefits

• On-the-job training