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ChargerHelp is seeking an EVSE Reliability Operations Specialist to manage real-time issue response, dispatch coordination, and technical troubleshooting across customers' EV charging portfolios. This role combines technical problem-solving with operational coordination to keep electric vehicle charging infrastructure online and reliable.
You will investigate charging station issues using OCPP messages, fault codes, network diagnostics, remote monitoring platforms, OEM documentation, and ChargerHelp's proprietary software. You'll determine whether issues can be resolved remotely, whether field technicians should be dispatched, identify likely failed components, diagnose root causes (software, firmware, communications, networking, power, or hardware), and recommend the most effective resolution path.
Operationally, you'll own charging station issues from initial alert through final resolution. This includes dispatching and coordinating field technicians, managing service work orders, coordinating with OEMs, electricians, utilities, and site hosts, managing warranty and non-warranty repairs, tracking SLAs, coordinating parts ordering and logistics, maintaining accurate service documentation, and ensuring efficient progression toward resolution.
You'll serve as the primary operational contact for assigned customers, leading onboarding, conducting operational review and status meetings, providing updates on service issues, coordinating contract renewals, assisting with station additions, recommending equipment replacement strategies, responding to customer questions and escalations, and building trusted relationships through responsive communication and technical expertise.
The ideal candidate is detail-oriented, technically curious, comfortable working through ambiguity, and able to translate fragmented information into clear next steps. You should be comfortable troubleshooting complex technical issues independently and making informed recommendations without constant direction.
