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EV Charging Support Technician
2 months ago
Company Overview
IONNA LLC is a collaborative initiative established by seven leading automotive manufacturers, including BMW, General Motors, Honda, Hyundai, Kia, Mercedes-Benz, and Stellantis. Our mission is to create an extensive high-powered electric vehicle (EV) charging infrastructure throughout North America, enhancing the accessibility and attractiveness of zero-emission driving for countless consumers.
Position Summary
The EV Charging Support Technician plays a vital role within the site operations team at IONNA. This position involves direct collaboration with our call center, Network Operations Center (NOC) engineers, field technicians, and hardware partners to diagnose and rectify issues related to EV charging stations, ensuring they are promptly returned to operational status.
Key Responsibilities
- Diagnose and resolve technical issues within strict service level agreement (SLA) timelines.
- Continuously monitor the network to ensure optimal charging station performance and proactively identify potential issues.
- Oversee and manage service tickets in coordination with both internal teams and external partners.
- Analyze technical problems and provide clear, actionable feedback regarding hardware and software issues.
- Collaborate with hardware partners and on-site technicians to facilitate effective resolutions for field-related hardware challenges.
- Offer technical insights to both internal and external teams to address potential network communication problems.
- Demonstrate proficiency with Direct Current Fast Charging (DCFC) technology and infrastructure.
- Perform additional duties as required.
Expectations
- Exhibit a proactive attitude and embrace the principle of extreme ownership.
- Possess strong analytical and critical thinking skills with a commitment to resolving customer challenges.
- Communicate effectively and professionally with colleagues, partners, and customers in high-pressure, time-sensitive situations.
- Be prepared to work flexible hours and overtime as necessary due to customer escalations.
- Be available for on-call support after regular working hours on a rotating basis.
- Have proficiency in computer usage, including experience with MS Office Suite and cloud-based ticket management systems such as Zendesk.
- Understand electrical and electronic concepts and applications.
- Be knowledgeable about cellular and Wi-Fi network communication fundamentals.
- Demonstrate the ability to quickly learn new technologies as the business expands.
Qualifications
- A Bachelor's Degree or equivalent in electronics, mechanical engineering, or a related technical field is required.
- A minimum of three years of relevant experience in technical support, computer/network programming, electrical contracting, customer support, or a related field.
- Experience in a startup environment is a plus.
Note: Applicants must possess valid U.S. work authorization and will not require sponsorship for employment visa status, nor transfer of current visas, now or in the future.
