EVSE Technical Support Manager

4 days ago

Costa Mesa, California, United States Zero Impact Solutions Full time
Job Title: EVSE Technical Support Manager

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 Summary

The 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 team members in a clear and accurate 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 team members in a clear and accurate manner.
  • Monitor team 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 and industry protocols.
  • Occasionally travel into the field to provide hands-on technical support to high-value customers.
  • Communicate regularly with Sales, Marketing, and Engineering to maintain and understand product features and specifications.
  • 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 our products, services, and technical infrastructure.
  • Prepare regular reports and dashboards to track key performance indicators such as ticket volume, issue categories, resolution time, and customer satisfaction.
  • Analyze support data to identify trends, root causes of recurring issues, and areas for improvement.
  • 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.
Requirements and Skills
  • Bachelor's degree in computer science, engineering, or a related field, or equivalent experience.
  • 3+ years of leadership experience and a proven track record of leading a team of technically focused agents.
  • Technical/diagnostic ability, analytical ability to diagnose problems above basics, and basic mechanical skills.
  • 5+ years of customer technical support experience with a strong background in EV charging or a related field.
  • Experience building and staffing a technical support team from the ground up.
  • Experience designing and maintaining a technical support program.
  • Flexibility to cover for team members and a strong attention to detail.
  • Background in EV charging or experience at an existing organization.
  • History of leading technical teams with 10+ team members.
  • Experience building a technical support program from scratch and demonstrating its success.

Zero Impact Solutions is an equal opportunity employer. We welcome applications from qualified candidates without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status, or any other characteristic protected by federal, state, or local law.

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