Service Engineering M

EV Charger Technical Support Specialist

We are an innovative EV charging company aiming to provide excellent customer service and support throughout the installation and ownership process. 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.

As an EV Charger Technical Support Specialist, you are a subject matter expert with all things EV charging. 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.

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. 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.

Willingness to travel domestically.

Bachelor's degree in electrical engineering, computer engineering, power electronics or related field preferred but not required. (Recent graduates highly encouraged to apply)

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.

Customer-focused attitude with a passion for providing exceptional service and support.

Understands and lives a "customer first" mentality with empathy, pragmatism and hands-on approach

Champion for Diversity, Equity & Inclusion

Structured, and organized with the ability to prioritize tasks

Willing to travel when needed

Use standard office equipment such as computers, smartphones, printers, photocopiers, etc.

Prolonged periods of sitting at a desk and working on a computer.

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.

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

Reliably commute or planning to relocate before starting work (Required) Work Location: In-person (office)

Compensation: $26.00 - $28.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.