BESS Analyst

Role Description

The Energy Storage Analyst is a critical Customer Success Center (CSC) member, responsible for monitoring, diagnosing, and resolving issues in battery energy storage systems (BESS). This role ensures system reliability, optimal performance, and swift resolution of customer-reported and proactively identified issues. The analyst collaborates with field services, technical teams, and customer success managers to deliver exceptional service and support.

Key Responsibilities

• Continuously monitor BESS performance through the CSC's advanced diagnostic tools.
• Identify and diagnose system issues, leveraging predictive analytics to anticipate and mitigate potential failures.
• Escalate complex issues to senior engineering staff or Field Service Engineers as necessary.
• Respond to customer-reported issues, providing Tier 1 or Tier 2 support depending on complexity.
• Guide customers or field service engineers remotely through resolution steps.
• Maintain detailed records of troubleshooting processes, resolutions, and system updates.
• Work closely with the Field Services team to coordinate on-site visits for unresolved issues.
• Collaborate with Customer Success Managers (CSMs) to communicate customer status updates and resolution plans.
• Maintain accurate and detailed records of all incidents, resolutions, and system changes in the ticketing system.
• Contribute to periodic performance reports, highlighting key trends and areas for improvement.
• Support the development of troubleshooting guides and best practices for the team.
• Participate in regular training to stay current with system updates, emerging technologies, and best practices.
• Contribute knowledge-sharing sessions and cross-functional collaboration initiatives.
• Provide insights to the Performance Improvement Team to enhance predictive models and maintenance protocols.

Qualifications

• 2+ years of experience in energy storage systems, power systems, or related technical support roles.
• Hands-on experience with monitoring tools, data analysis, and system troubleshooting.
• Strong understanding of BESS technology, SCADA systems, and energy storage software.
• Familiarity with data analysis tools and diagnostic platforms.
• Proficiency in technical documentation and customer-facing communication.
• Excellent problem-solving skills with a proactive mindset.
• Strong communication and interpersonal skills, capable of engaging with technical teams and customers.

Company Description

Fluence (Nasdaq: FLNC) is a global market leader delivering intelligent energy storage and optimization software for renewables and storage. Our solutions and operational services are helping to create a more resilient grid and unlock the full potential of renewable portfolios. With gigawatts of successful implementations across nearly 50 markets, we are transforming the way we power our world for a more sustainable future.