Role Description

The EV Charging Field Service Technician is an energetic problem solver as part of the site operations team at IONNA. You will work directly with our call center, our NOC engineer, tech support team, and hardware manufacturers/partners to troubleshoot and resolve EV charging station issues in the field and return stations to active service in the shortest possible timeframe.

The ideal candidate will be comfortable with hardware and software technologies and able to execute effectively against demanding SLAs. Positive attitude, flexibility and a strong work ethic are critical to thriving in this position.

Responsibilities

  • Performs service tasks, identifies technical problems and makes analysis through remote or on-site activity in any service categories (installation and commissioning, maintenance, repairs, engineering and consulting, advanced services, extensions, upgrades and retrofits, end of life services, replacements, etc.)
  • Contributes to driver satisfaction by executing service work according to customer order and expectation.
  • Coordinates, prepares and ensures that all materials, parts and equipment are available and at the appropriate quality for service activities
  • Prepares all documents and reports to be signed by the customer representative. Reports work done in a timely manner and follows up when needed
  • Proactively identifies potential equipment failures and requests proactive corrective actions. Troubleshoots equipment failure and makes recommendations to avoid repeating the problem in the future
  • Proactively identifies suggestions for product and quality improvement and communicates them further in the site operations organization. Provides recommendations to management to improve operations and customer service
  • Applies safety rules and safe practices as well as environmental responsibilities. Reports unsafe practices and incidents

Role Expectations

  • You have a winning attitude and embody the concept of extreme ownership.
  • A critical and analytical thinker with a passion for solving customer issues.
  • A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
  • Willing to work flexible hours and overtime on short notice as customer escalations require.
  • Available to be “on call” after normal working hours on a periodic basis.
  • Comfortable around a computer with experience in MS Office Suite, plus one or more Cloud-based ticket management systems such as Zendesk.
  • Familiar with electrical/electronic concepts and applications.
  • Familiar with cellular and Wi-Fi network communications fundamentals.
  • Ability to learn new technologies as we scale up the business

 

Education/Experience Expectations

  • Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology or equivalent military experience or Associates Degree with 2 or more years’ experience in servicing critical power equipment
  • Will consider High School Diploma/GED and 10 or more years’ experience.
  • Advanced level ability to interact and communicate (written and verbal) information to varying levels within the organization.
  • Advanced level of ability to use Microsoft Office products.
  • Moderate ability to self-Project Manage using MS Project or Excel.
  • Advanced ability to write test plans and reports detailing test results