Location:  Durham NC  

About the company  

Welcome to IONNA, the joint venture founded by eight global automotive leaders, including BMW, General Motors, Honda, Hyundai, Kia, Mercedes-Benz, Stellantis, and Toyota. At IONNA, we're revolutionizing the EV charging landscape in North America by creating a high-powered charging network that's set to redefine the way we drive.  

Our Mission:  

We're on a mission to make EV charging reliable, accessible, and convenient. With a commitment to deploying a minimum of 30,000 chargers, we're shaping the future of electric mobility, exceeding industry standards and leading the charge toward a sustainable, zero-emission tomorrow.  

Why Join IONNA:  

  • Pioneering Spirit: Be part of a groundbreaking joint venture that is aiming to change the driving experience in North America  

  • Innovation Hub: Immerse yourself in cutting-edge technology and redefine the future of EVs  

  • Sustainability Focus: Contribute to a greener planet by powering our stations exclusively with renewable energy  

  • Dynamic Culture: Join a passionate team committed to shaping the landscape of electric mobility  

  • Endless Opportunities: Grow professionally in an industry that's set to reshape the automotive world   

Join IONNA and be a driving force in the EV revolution. Your journey starts here.  

Role Description: We are seeking a highly organized and proactive Tier 1 Support Representative to manage and oversee our field service activities. The ideal candidate will be responsible for coordinating service schedules, managing field technicians, and ensuring vendor SLA inheritance.  

Role Duties:  

  • Schedule field service visits with 3rd party service partners and/or IONNA Field Service Technicians within internal SLAs  

  • Coordinate the ordering, shipment and delivery of materials required to complete the onsite work   

  • Provide prompt and accurate service to promote an excellent customer experience while utilizing internal computer systems while maintaining customer records and interactions  

  • Provide helpdesk support, via phone, computer, in person, and through our ticketing system, for most issues related to charging infrastructure  

  • Ensure dispatched Field Service Technician arrives at site as scheduled and safely completes scope of work to the required standards  

  • Coordinate with internal departments as required to ensure seamless service delivery  

  • Act as point of escalation for field service technicians to resolve issues discovered during site visit  

  • Drive continuous improvement projects with internal teams, to include upper management  

  • Engage in active listening with callers, confirm and/or clarify information and assist in the resolution of concerns  

  • Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance.  

Required Qualifications and Skills:  

  • Education: High school diploma or equivalent; additional education or certification in a related field is a plus.  

  • Experience: Minimum of 2 years of proven experience in a scheduling or coordination role, preferably in a field service environment. Candidate to provide references upon request.  

  • Flexible schedule: Able and willing to be on-call and work weekends as part of a rotating schedule.   

  • Travel: Must be able and willing to work from satellite company locations for a week’s duration as required.  

  • Driver’s License: Maintains a valid driver’s license with a clean driving record and has reliable transportation.  

  • Communication: Advanced communication skills to serve as a link between professionals and internal department members, transmitting messages clearly and concisely, both verbally and in writing.  

  • Customer service: Ability to ensure client satisfaction by understanding and resolving their issues.  

  • Problem-solving: Capability to assist employees with project-related issues and find solutions to help them overcome challenges.  

  • Technology: Understanding of technological tools used by colleagues and proficiency in IT skills to manage schedules, communicate with internal/external team members, and analyze data. Demonstratable skills with Microsoft Office 365 applications (Excel, Word, Teams, SharePoint). Experience with service ticketing systems such as Zendesk, Salesforce Service Cloud, Jira Service Cloud, HubSpot etc.   

  • Organization: Excellent organizational skills to handle multiple projects simultaneously and track all related tasks efficiently.  

  • Multitasking: Ability to focus on multiple goals at the same time while keeping track of all actions performed to achieve them.  

  • Time management: Effective time management skills to perform more tasks within the same time frame, including on-location traveling and other time-consuming activities.  

  • Critical thinking: Ability to assess information critically and create logical conclusions for innovative solutions.  

  • Teamwork: Effective teamwork skills to integrate into a cross-functional team working towards a common goal.  

Preferred Qualifications and Skills:  

  • Bachelor’s degree in engineering, business, manufacturing or supply chain management  

  • A minimum of 2 years of experience in EV industry  

  • Knowledge of inventory management and logistics  

  • Experience using a CRM application; Zendesk or Salesforce preferred  

Benefits:  

  • Competitive salary and performance-based incentives.  

  • 401(K) plan  

  • Health, dental, and vision insurance.  

  • Paid time off and holidays.  

  • Opportunities for professional development and career advancement.  

  • Supportive and collaborative work environment.  

Based in Durham, NC, this role will require a full-time onsite presence at our headquarters in Durham, NC. 

Candidates must have permanent, ongoing work authorization in the U.S. that does not require employer sponsorship or facilitation on any level at any time. We are unable to consider applicants requiring current or future visa transfers or sponsorship (e.g., H-1B, F-1 OPT). 

IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location. 

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. 

 

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