Charging Ahead: The Role of Field Service Supporting Customers and Optimizing Electric Vehicle Battery Performance

Jul 21, 2025

Building and maintaining relationships is at the foundation of Freudenberg e-Power Systems’ (FEPS) commitment to excellent customer service. The FEPS field service team is dedicated to working with customers for the entire lifecycle while helping to optimize the battery Systems.

The FEPS Field Service team offers a wide range of services for each of our legacy products including:

 

  • Warranty Management
  • Return Material Authorization
  • Installation & Commissioning Support
  • Operator Trainings
  • Predictive Maintenance
  • Transportation and Recycling Assistance
  • Remote & Onsite Support
  • Spare Part Management
  • Workshops in EU & USA
  • 24/7 Support Hotline

Innovative Customer Service and Tailored Support

To meet the needs of their customers, Rajib Bora, Vice President of Field Services at Freudenberg e-Power Systems has reimagined the field service offerings with Service Level Agreements (SLA) for XRANGE customers FEPS proprietary Battery Management System (BMS).

According to Bora, what differentiates the FEPS SLA strategy from other offerings is the ability to combine real-time data and predictive analytics from the FEPS BMS to provide a proactive approach to service. With information provided via the BMS, the service team can take that data and consult with customers on how to best optimize the performance of the battery systems, minimize down time, extend the lifecycle of the battery, while also predicting and preventing issues before they happen. This approach allows the FEPS service team to prioritize safety and efficiency while offering tailor-made maintenance solutions to customers for their fleets.

At the core of the SLA Program is combining customer satisfaction and cutting-edge technology. To execute the program effectively, FEPS focuses on five key goals:
Data Integration and Monitoring: Establish seamless connectivity between the BMS and the centralized data platform to enable continuous monitoring of battery health, performance, and safety parameters.

  • Predictive Analytics: Use advanced analytics and AI to identify trends and predict potential failures or inefficiencies, allowing for timely maintenance an interventions
  • Proactive Maintenance: Implement a service schedule based on predictive data insights, reducing unplanned downtime, and ensuring consistent performance.
  • Customer Communication: Provide customers with regular performance reports, actionable insights, and transparent updates, enhancing trust and engagement.
  • Continuous Improvement: Gather feedback and refine processes to adapt to evolving customer needs and emerging technologies, ensuring the program stays ahead of industry standard.

“This initiative aims to enhance safety, optimize performance, minimize downtime, and extend the lifecycle of batteries, ultimately delivering exceptional value to customers,” says Bora.

The Service Level Agreements are currently available for all XRANGE customers and fall into three categories: Platinum, Gold, and Silver. 

The implementation of this new service strategy will enable FEPS to improve battery performance and reliability, increase battery lifespan, reduce maintenance costs, and enhance customer satisfaction.

Back