Electric Vehicle Support Specialist

2 weeks ago

Cumming, Georgia, United States ABM Industries Full time
Overview

Benefit Information:
ABM provides a robust benefits package. For details regarding ABM's benefits, please refer to the ABM Employee Benefits documentation.

Job Summary:
ABM Industries stands at the forefront of eMobility solutions. Our mission is to foster sustainable transportation options and improve the electric vehicle charging experience for our customers.

As an Electric Vehicle Support Specialist, you will be instrumental in ensuring the effective functioning of our electric vehicle charging management software.

Your role will involve delivering technical assistance to clients and internal teams, facilitating new client setups, resolving operational challenges, and contributing to the overall effectiveness of our eMobility software offerings.


Key Responsibilities:

Technical Assistance for Field Technicians:

Serve as the main technical contact for field technicians at the ABM support center, providing guidance and assistance during the installation, commissioning, maintenance, and troubleshooting of charging infrastructure.

Ensure efficient problem-solving and contribute to the enhancement of support resources for field operations.

Advanced Technical Support:

Manage and assess all incoming requests in the Salesforce Field Service case queue, evaluating the possibility of remote solutions for technical challenges.

Engage directly with asset owners to collect essential information and diagnose issues, formulating actionable strategies to resolve them.

Work closely with service team leaders to facilitate the dispatch of technicians, ensuring timely and effective resolution of field challenges.


Documentation for AI Development:

Diligently document all issues and solutions encountered in field service operations, ensuring details are accurately recorded in a structured manner.

This documentation will be utilized to train AI systems, enhancing their capability to autonomously address similar issues in the future.

Collaborate with technical teams to continuously refine and update training datasets to boost AI performance and efficiency.

Training Program Consultant:
Utilize data on recurring issues and inquiries from field operations to improve the technician training program. Analyze trends and gather feedback to consistently enhance training content.

Work closely with the Learning and Development (L&D) team to integrate insights and ensure that training materials are current and effective, equipping technicians with the necessary skills to efficiently tackle common challenges and improve service delivery.


EVSE Software Expertise:
Attain thorough knowledge of all EVSE software systems to effectively triage and remotely resolve charger issues.

This position necessitates a deep understanding of software functionalities and troubleshooting methods, enabling swift and precise issue diagnosis and the implementation of remote fixes to minimize downtime and enhance charger reliability.


Client Engagement Specialist:
Conduct product demonstrations for prospective clients and provide comprehensive software tutorials post-implementation. Ensure clients are fully equipped to utilize our products effectively, enhancing customer satisfaction and support.

Sales Assistance:
Manage technical customer relationships, identify requirements, provide insights, and support the sales team.

Post-Sales Operations: Oversee product sale phases, coordinate demonstrations, and advocate for customer needs in product development discussions.


Provide technical support and expertise to the sales, operational teams, and customers with a focus on electric vehicles, software, and electrical infrastructure.


Train the sales, operational, and client teams on EV OS software and keep them informed about new features and enhancements.

Create instructional videos with the sales and operational enablement team.

Product Implementation:

Collaborate with cross-functional teams to ensure smooth implementation of the EV charging software for our clients, including coordinating with developers, testers, and stakeholders involved in the charging infrastructure.


Product Support:

Provide technical assistance to end-users of the electric vehicle charging software, troubleshoot issues, and resolve software-related challenges promptly.


Product Training:

Conduct training sessions to educate end-users, such as charging station operators and maintenance personnel, on the features, functionalities, and best practices of the EV charging software.


Product Improvement:

Gather and analyze user feedback to identify areas for enhancement in the EV charging software and collaborate with the development team to implement improvements that optimize the charging experience and user satisfaction.


Qualifications:
Bachelor's degree in Computer Science, Software Engineering, or a related field.

Demonstrated experience in software technical support and administration, particularly in the electric vehicle charging sector.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders in the electric vehicle charging industry.

Detail-oriented with exceptional organizational and time management skills to manage multiple projects and priorities simultaneously.

Strong problem-solving and troubleshooting capabilities in the context of electric vehicle charging software.

Experience in conducting product training sessions or workshops.

Ability to work independently and thrive in a dynamic environment with a strong customer focus.

REQNUMBER:
80129

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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