We believe in a future where daily transportation is emission-free and sustained by smart charging infrastructure. That’s why we’ve made it our goal to accelerate the adoption of electric mobility by bringing the most accessible and scalable charging solutions to the world. However, the transition from gas to electric cars will change a great deal of what we know about transportation. We’re going to need EV charging infrastructure that is accessible, reliable, and future-proof. Team Operations at EVBox is focused on streamlining the production and delivery process, and anticipating product improvements to help achieve a zero-emission future.
Who We’re Looking For:
We’re looking for a Technical Support Engineer to lead technical support for EVBox products in North America. This person will cover Hardware and Software troubleshooting and work with multiple stakeholders both internal and external.
The position will need extensive problem solving and communication skills. Understanding of electric vehicles and charging infrastructure is a plus.
Deliver 2nd and 3rd line technical support
Register, give feedback and follow up on (technical) incidents and support issues related to EVBox products
Perform deep analyses of (technical) inquiries
Answer inquiries and provide technical information to internal staffs
Support and guide external service partners
Set-up and regularly maintain a knowledge base of common questions and issues related to products
Test new firmware releases on the basis of test protocols
Performing root cause analysis on new issues faced
Create and maintain a knowledge base for internal stakeholders
Training customers, partners and contractors on products and installations
Assisting in submitting RFQs and RFIs
Deliver correct configuration and testing protocols for manufacturing
Providing feedback on quality related issues
Creating SOPs for testing and commissioning at manufacturing
Approve sales orders in Salesforce by checking if correct products were ordered and all information is completed. Liaison function between sales reps and customers
Test, think and give feedback to the development team on the shortcomings and new features needed to compete in the market
Pre-Sales Product/Solution Support:
Participate in sales meetings with potential customers and partners to explain the technical components of our solution.
Work with Marketing to develop some technical Customer facing materials related to product or service.
Test, think and give feedback on hardware development
Mentoring and Management:
Manage one or more technical support analysts to ensure that they are fully able to respond to and resolve the majority of client support queries
Training, coaching and mentoring Business Development Managers (BDMs) on the technical aspects of EVBox including the introduction of new products
Bachelor’s degree with an electronics background
3+ years of experience in technical support, preferably in the industry
Experience with Salesforce is desired
Operations experience is a plus
Embedded systems and software development
Electrical (Grid) knowledge is desired
Electric Vehicles and charging infrastructure
Fluency in English (both spoken and written), Spanish or another language would be helpful
Project management skills
Client facing skills in a pre-sales capacity for hardware or software solutions