Reliability Coordinator

Role Description

We’re seeking a Reliability Coordinator to own real-time dispatching, issue response, and field-service coordination across our customers’ EV charging portfolios. You will assign technicians, manage 3rd-party service partners, track SLA performance, and ensure customers receive timely, high-quality service. This role is central to driving reliability, transparency, and operational excellence. The ideal candidate leverages data-driven insights to inform operational decisions; prior experience required. Familiarity with Grafana (preferred), as well as Zendesk and Slack, is a plus.

What You’ll Do

• Dispatch technicians and 3rd party service partners to active work orders, ensuring timely assignment and clear instructions
• Monitor EV charging site performance and proactively flag maintenance issues
• Serve as the primary operational point of contact for assigned customer accounts
• Manage work orders from creation through completion - ensuring accurate documentation and SLA adherence
• Communicate site status, delays, maintenance windows, and updates to customers and internal teams
• Support customer onboarding and periodic account check-ins
• Contribute field-level insights to customer QBRs and internal reporting
• Analyze completed work orders to identify trends, recurring issues, or workflow gaps
• Prepare regular customer reports and maintain data accuracy in ChargerHelp EMPWR platform
• Collaborate with Product and Engineering teams to improve tools and drive process optimization

Qualifications

• Hands-on experience in dispatching, field service coordination, or real-time operations
• Strong analytical and problem-solving skills with the ability to assess issues quickly
• Excellent written and verbal communication
• Strong attention to detail and disciplined documentation habits
• A passion for customer experience and operational reliability
• Comfort working in fast-paced or early-stage environments
• Ability to leverage data and performance metrics to drive informed decision-making and optimize operations; prior experience required
• Familiarity with OCPP (Open Charge Point Protocol) and tools such as Grafana, Zendesk, and Slack is a plus
• Familiarity with tools like Google Workspace, MS Office, Zoom, and Monday.com
• Experience with EV charging hardware, EVSE operations, or OCPP

Requirements

• Experience with EV charging hardware, EVSE operations, or OCPP

Details

• Type: Full-Time
• Location: Remote
• Reports To: Service Delivery Manager
• Compensation: $60,000 - $70,000