EV Charging Technical Support Specialist

Job Description

Job Description

Benefits:

• Company parties
• Dental insurance
• Health insurance
• Paid time off

WHO WE ARE:

Our state-of-the-art modular EV chargers are designed to not only meet but exceed the
demands of the modern consumer. We are an innovative EV charging company aiming
to provide excellent customer service and support throughout the installation and
ownership process. Our chargers are designed for reliability, easy serviceability by any
technician, and customizability to each client’s needs. We aim to provide high-
performance, eco-friendly charging solutions that are reliable, powerful, user-friendly,
and accessible.
We are committed to being industry leaders by reliably delivering customized, customer-
centric solutions. We endeavor to deliver unparalleled customer service by swiftly
providing optimal solutions tailored to individual client needs.

JOB SUMMARY:
As an EV Charger Technical Support Specialist, you are a subject matter expert with all things EV charging. You know how to diagnose and repair DC electric vehicle chargers. You will be responsible for providing technical assistance and support to customers and field technicians and reviewing customer tickets regarding electric vehicle (EV) charging equipment. You will troubleshoot issues, offer solutions, and ensure customer satisfaction. This role requires excellent communication skills, a strong technical background in electrical systems, and the ability to work efficiently in a fast-paced environment. You will cover a range of issues with a timely response, preparing equipment, tools, parts, and scope of work for resolving field issues.

ESSENTIAL FUNCTIONS:

• Provide prompt and courteous technical support to customers via written and verbal communication. Address inquiries related to EV charger installation, operation, maintenance, and troubleshooting.
• Diagnose technical issues with EV charging equipment remotely. Utilize technical knowledge and troubleshooting tools to identify problems and implement solutions efficiently.
• Assist customers and field technicians with installation procedures, configuration settings, diagnosis and software updates for EV charging stations. Provide clear and concise instructions to ensure proper equipment functionality.
• Maintain accurate records of customer interactions, technical issues, and resolutions in a CRM/Ticketing system. Create detailed troubleshooting guides and FAQs to assist customers and improve support processes.
• Collaborate with cross-functional teams, including engineering, product management, and sales, to escalate complex issues and contribute to product improvement initiatives. Provide feedback on common customer issues and suggest product enhancements.
• Work independently and meet deadlines 
• Willingness to travel domestically.
• Other duties as assigned.

Education and Experience:

• Bachelor’s degree in electrical engineering, computer engineering, power electronics or related field preferred but not required. (Recent graduates highly encouraged to apply) 
• Strong understanding of hardware and PCB functionality. 
• Hands-on experience with low voltage components i.e. 12v/24v power supplies, breadboards, CM Boards, x86s, RAM, SSD Cards. 
• Proven experience in technical support or field service, preferably in the electric vehicle industry.
• Strong understanding of electrical systems, including AC and DC power distribution, wiring diagrams, and root cause analysis.
• Proficiency in using diagnostic tools for troubleshooting electronic devices, networking, software and hardware.
• Basic knowledge of Linux OS and networks. 
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences effectively.
• Customer-focused attitude with a passion for providing exceptional service and support.
• Ability to work independently and prioritize tasks in a dynamic environment.

Competencies:

• Understands and lives a “customer first” mentality with empathy, pragmatism and hands-on approach
• Communication skills, oral and written presentation skills
• Champion for Diversity, Equity Inclusion
• Structured, and organized with the ability to prioritize tasks 
• Willing to travel when needed 

Physical Requirements: 

• Stand, walk, sit, talk, hear, type, and write.
• Reach with hands and arms, bend, stand on a stool, or climb, and use fingers and hands to feel objects, tools, or controls.
• Use standard office equipment such as computers, smartphones, printers, photocopiers, etc.
• Prolonged periods of sitting at a desk and working on a computer.
• Lift files and open desk drawers and filing cabinets.

Note: This job description is intended to provide a general overview of the position. It is
not an exhaustive list of all responsibilities, duties, and skills required.

AAP/EEO Statement

Chargetronix is proud to be an equal-opportunity employer. We celebrate diversity and
are committed to creating an inclusive environment for all employees. All qualified
applicants will receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national origin, or protected veteran
status or any other characteristic protected by federal, state, or local law, and will not be
discriminated against on the basis of disability.

Schedule:

• 8-hour shift Mondays – Fridays 8:30 a.m. to 5 p.m. This position may require
  occasional travel to customer sites for on-site support or training sessions.
  Ability to commute/relocate:

• Costa Mesa, CA 92626: Reliably commute or planning to relocate before starting
  work (Required)
  Work Location: In-person (office)