• InCharge Energy is on the frontlines of large-scale emissions reduction, accelerating the electrification of the transportation industry – one commercial fleet at a time. With end-to-end, turnkey solutions for commercial EV infrastructure projects, InCharge Energy equips fleet managers with the top brands in charging hardware and software; customized hardware and software products; short-, mid- and long-range plans for seamless fleet and facilities transition to EVs; financing; and maintenance and corrective repairs over the life of the charging assets. InCharge develops innovative hardware, software and services designed and engineered specifically for fleets, such as service-dispatch-integrated software, fleet-management-integrated software, electricity load management, durable cable management products and high-reliability maintenance, repair and warranty services. Whether a fleet has 200 sedans or 20,000 Class 8 trucks, the team at InCharge serves a diverse clientele throughout North America, including major commercial fleets, truck and bus manufacturers, rideshare operators, EV manufacturers, school districts, municipalities and facilities owners, among many others.


    Job Description:


    The Network System Engineer at In-Charge will report to the CTO and is responsible for the managing electric vehicle chargers within the InCharge network. This with commissioning support of chargers to the InControl network management system, troubleshooting charging assets and proactively creating service requests to the operations team if necessary. The candidate will take on the primary task of managing all cases in Salesforce on charging issues for InCharge and its customers. This includes, working close with the Operations Team, the Product management, and the Salesforce team.


    Responsibilities Include:

    • Support the Filed Case management in Salesforce with a pre analysis and if necessary ticket routing
    • Assist with onboarding new customers onto our software products (activations)
    • Trouble shoot Chargers in the field
    • Build best practices and training materials for the use of InControl and the chargers
    • Troubleshoot networking functionality and identify root causes issues problems
    • Analyze software related issues as well as remotely HW issues and propose solutions
    • Fix charger problems and test (verify) solutions prior to implementing them Obtain and log customer feedback for the purpose of process improvement (knowledge base)
    • Document software support activities thoroughly, accurately, and in a timely manner
    • Make decisions quickly, sometimes with limited information
    • Review work log, customer feedback periodically with team and other analysts and technicians, to identify and act on opportunities for improvement
    • Responds promptly to technical questions and issues as tier2
    • Responds promptly to escalations received from key customers
    • Provide technical feedback to internal engineering team and manufacturing team


    Qualifications:

    • Strong customer service ethic
    • Enterprising, self-starter attitude
    • Adaptable to the changing dynamics of start-up business strategy
    • Proven working experience in services management
    • Excellent client-facing and internal communication skills
    • Excellent written and verbal communication skills
    • Solid organizational skills including attention to detail and multi-tasking skills
    • Detailed follow through, every time, every client
    • Strong working knowledge of Microsoft Office
    • Basic Networking Knowledge and JIRA / Confluence experience
    • Experience in the EV Charging industry is a plus


Company Benefits: 


Benefits: Health, Dental, Vision, 401k Matching

Unlimited paid vacation