EV Charging Technical Support Specialist

Job Description

Job Description

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 Charging Technical Support Specialist, you are a subject matter expert in EV charging systems. You have the expertise to diagnose and repair DC electric vehicle chargers and provide technical guidance to customers and field technicians. You will be responsible for reviewing customer support tickets, troubleshooting EV charging equipment, and delivering effective solutions to 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 respond to a wide range of technical issues in a timely manner, preparing the equipment, tools, parts, and scope of work necessary to resolve field service issues successfully.

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:

• Bachelors degree in Electrical Engineering, Computer Science, or related field preferred but not required. 
• 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 electrical codes preferred.
• Proficiency in using diagnostic tools and software for troubleshooting electronic devices, networking, software and hardware.
• 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 andsupport.
• Ability to work independently and prioritize tasks in a dynamic environment.

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

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)