EVSE Technical Support Manager
4 days ago
We are seeking a highly motivated and experienced EVSE Technical Support Manager to join our team at Zero Impact Solutions. As a key member of our technical support team, you will be responsible for providing exceptional customer support and technical guidance to our clients.
Job SummaryThe EVSE Technical Support Manager will be responsible for coordinating scheduling between service providers and internal teams to ensure 24/7 coverage for our EVOLV Charging platform. You will also act as the frontline support for customer inquiries, providing timely and effective resolution to tickets and issues. Additionally, you will communicate department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
Responsibilities- Coordinate scheduling between service providers and internal teams to ensure 24/7 coverage for our EVOLV Charging platform.
- Act as the frontline support for customer inquiries, providing timely and effective resolution to tickets and issues.
- Communicate department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
- Monitor the teams call and activity performance and provide coaching and training to encourage a culture of excellence.
- Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
- Occasionally able to travel into the field to provide hands-on technical support to high-value customers to ensure lasting relationships.
- Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards.
- Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting.
- Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
- Maintain a deep understanding of the organizations products, services, and technical infrastructure.
- Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods.
- Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making.
- Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly.
- Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies.
- Bachelors degree in computer science, engineering, a related field, or equivalent experience.
- Must have 3+ years of leadership experience and have excelled at leading a team of technically focused agents.
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
- You have 5+ years of customer technical support experience where you solved problems that were technical.
- Experience at building and staffing a technical support team from the ground up.
- Experience designing and maintaining a technical support program
- You are flexible. While you have a set schedule there may be times where you need to cover for your team.
- Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.
- You have a background in EV charging or experience at an existing organization.
- You have a history of leading technical teams with ten plus team members.
- You have built a technical support program from scratch and have the data to show its success.
Zero Impact Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
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