Technical Sales Support Coordinator

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Position Summary

As a Technical Support Coordinator, you will serve as the primary technical point of contact for customers, installers, and distributors utilizing Dragonfly Energy’s Battle Born Batteries systems and power electronics. You will balance two critical functions: providing expert-level troubleshooting to resolve field issues and managing the end-to-end Return Merchandise Authorization (RMA) process to ensure high customer satisfaction and quality feedback loops.

Key Responsibilities

1. Technical Support & Troubleshooting

• Provide high-level technical assistance via phone, email, and chat regarding battery installation, commissioning, and performance.
• Diagnose complex issues related to Battery Management Systems (BMS), communication protocols, and integration with inverters/chargers.
• Interpret battery telemetry data and log files to identify cells balancing issues, firmware bugs, or hardware failures.
• Maintain an up-to-date internal knowledge base of technical manuals, FAQs, and firmware versions.

2. RMA Management & Logistics

• Oversee the entire lifecycle of the RMA process, from initial claim validation to the shipment of replacements.
• Verify Warranty Claims: Review technical logs and photos to determine if the failure falls under warranty coverage.
• Coordinate with logistics team for the safe transport of hazardous materials (Class 9 Lithium Batteries) in compliance with shipping regulations.
• Maintain a detailed tracking database of all returns, documenting root cause analysis (RCA) provided by the engineering team.

3. Quality Assurance & Reporting

• Identify recurring hardware or software trends and report them to the Engineering and Manufacturing departments.
• Collaborate with the warehouse team to ensure returned units are inspected, refurbished, or disposed of according to environmental standards.
• Monitor and report on Support KPIs, including "Time to Resolution" and "RMA Cycle Time."

Required Qualifications

• Experience: 2+ years in technical support, ideally within the Renewable Energy, EV, or ESS (Energy Storage Systems) sectors.
• Technical Knowledge:
• Understanding of Lithium-Ion battery chemistry, voltage curves, and SoC (State of Charge) logic.
• Proficiency with multimeter usage and electrical safety protocols.
• Familiarity with solar/storage software monitoring platforms.
• Soft Skills: Exceptional patience and the ability to "de-escalate" frustrated customers while explaining complex technical concepts in simple terms.

Preferred Qualifications

• Education: Associate’s or Bachelor’s degree in Electrical Engineering, Electronics, or a related technical field preferred
• Certifications: Knowledge of UN38.3 or DOT/IATA Lithium Battery shipping regulations is a major plus.

Typical Work Environment

• Fast-paced environment requiring the ability to manage multiple open tickets and RMA shipments simultaneously.
• Occasional need to handle physical battery units for inspection (must be able to lift up to 35 lbs.)

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: In person