EV Charging Service Director
IONNA, located in Durham, NC, is a unique joint venture established by seven industry titans: BMW, General Motors, Honda, Hyundai, Kia, Mercedes-Benz, and Stellantis. We're at the forefront of a transportation revolution, building a high-powered EV charging network across North America that will fundamentally change the way we drive. This is an extraordinary opportunity to join a company shaping the future of mobility.
Role Description:
The EV Charging Service Director is responsible for overseeing the day-to-day operations of the charging stations at IONNA. This includes ensuring the call center is addressing customer needs, managing the charging infrastructure, ensuring stations are functioning properly, and coordinating with maintenance teams for repairs and upgrades. The Service Manager also monitors the usage and availability of charging stations, analyzes data to optimize station performance, and develops strategies to improve customer experience, managing field operational costs, and increase field service margin.
Role Attributes •
Lead, manage, and coach call center, tech support, and field service teams
• Strong understanding of DCFC charger technology and infrastructure
• Closely work with systems and vendors for proactive and reactive maintenance of charging infrastructure
• Track KPI’s to operate and maintain entire portfolio of charging sites
• Manage SLA’s internally and externally around response times and scopes of work
• Continuously improve processes to drive efficiencies
• Be a key contributor to network-wide O&M plan execution as well as understanding and communicate charging issues
• Monitor, track, and report trends in the Ionna EcoSystem to our various Partners
• Occasional on-site visit to an IONNA charging station
• Other duties as needed Role Expectations
• Excellent leadership and coaching skills
• Ability to manage multiple projects and prioritize tasks effectively
• Ability to synthesize complex information and deliver insights to the team
• Excellent communication skills
• Excellent team player
• Well-versed in managing process flows and running analytics
• Ability to learn new technologies as we scale up the business
• MS Excel, PowerBI, LucidChart or other platform experience preferred
Education/Experience Expectations
• BA/BS degree required
• 5+ years experience in a similar or related field
• Startup experience a plus
• Experience in vendor and partnership relationship management
• Working knowledge of various hardware and software technologies
• Customer oriented
• Strong Communication Skills
IONNA is committed to fair and equitable compensation practices through a competitive base salary, including 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, sexual orientation, age, disability, or any other legally protected status.