EV Charging Specialist

Technical service agent, OEMM Energy Home will be responsible for handling technical diagnostic and remote troubleshooting customer calls of OEM Energy Home charging equipment to support with customer care cases and other adjacencies.

This position reports to the OEM Energy Customer Support Ops Lead.

Key Responsibilities Technical diagnosis and troubleshooting Navigate available tools to perform remote diagnosistroubleshooting Provide resolution guidance for site visits to other parties Ensure high customer satisfaction during issue resolution Case Management Create/update cases in Salesforce Work with logistics for parts ordering/return Serve as lead for technical escalations from service partners, non-technical advisors and others Provide training as subject matter expert on technical details Provide flow related insights/feedback to improve efficiency and customer satisfaction Warranty/RMA/Out of Warranty

In conjunction to general case management responsibilities: Determine warranty statusmanage claims Reconcile at month end for claims made with logistics, if required Warm transfers/ service tech scheduling, if required Training Train other agents as required Support creation of training materials based on experience

Do you have a valid Driver's License license?, Do you have experience in Troubleshooting electrical systems?, Do you have a Associate's degree?, Evidence of safety-first attitude IT and wi-fi troubleshooting skillset 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred Minimum 2 years of experience in a call center/customer facing environment Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment Adept oral and written communication skills that involve understanding the customer; getting the message across; presenting information effectively; and communicating openly High level of interpersonal skills to work effectively with others Computer skills to develop, maintain, and analyze data Demonstrated ability to learn new technologies and processes, and adapt to change Ability to innovate, solve complex issues, and present new ideas Excellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal Responsive and understanding of business issues and data challenges in Aftersales and IT Systems High level of analytical ability where problems are unusual, difficult, or complex Ability to lead problem solving activities and manage resolution targets Associate/Trade degree in related space and four years of equivalent experience (electrical) Valid driver's license

OEM's Energy team was launched in 2021 and is rapidly growing. OEM Energy products and solutions include energy infrastructure assets (such as energy storage and integrated charging systems), vehicle to grid capabilities, and software platforms needed to operate and aggregate these assets on the grid. OEM Energy offers a comprehensive EV charging ecosystem from uni-directional chargers to energy storage systems. This team envisions a world with no grid outages, fully renewable energy, and decentralized energy resources. OEM's resources, reach, and all-EV future can deliver that future. This disruption is backed by the bold OEM vision of zero crashes, zero emissions and zero congestion.