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EV Charging Manager of Technical Support

Zero Impact Energy

Providing sustainable energy solutions to reduce environmental impact and drive energy transformation.

Lead technical support team for EV chargers, ensuring customer satisfaction and issue resolution.

6d ago

Expert & Leadership (13+ years), Experienced (8-12 years)

Full Time

Irvine, CA

Office Full-Time

Company Size

50 Employees

Service Specialisms

Construction Services

Operations & Maintenance

Energy‑as‑a‑Service

EVSE Infrastructure

Solar & Energy Storage

Fleet Electrification Infrastructure

Charging Management System

Turnkey solutions

Sector Specialisms

Energy-as-a-Service

Electric Vehicle Charging Infrastructure

Solar Energy

Energy Storage Systems

Fleet Electrification

Data Centers Energy Solutions

Municipal Energy Solutions

Public Sector Energy Management

Role

What you would be doing

troubleshooting

escalation management

installation coordination

case management

training delivery

vendor coordination

Identifies, investigates, and resolves users’ problems with computer software and hardware.
The Manager of the Technical Support team (MTS) is responsible for the overall customer relations by providing leadership and direction as they act as the customer escalation advocate within ZIS Services
Build new and develop long lasting relationships with customer senior level management
Provide support and cooperate with the Engineering teams of Electric Vehicle manufacturers, Fleet Managers, Field Technicians, as well as owners of our charging stations and drivers;
Consults with users to determine steps and procedures taken to identify and resolve the problem.
Collaborates with other staff to research and resolve problems.
Provide the team support with direction of the group's overall continuous improvement
Sets challenging targets and objectives to the team and ensures understanding to create accountability to achieve highest levels of support
Collaborates with programmers to explain errors and/or recommend modifications in programs.
Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team
Help coordinate the installation/repair of chargers with our field service partners and assist customers with the activation and configuration of their chargers.
Continually strive to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution
This position will manage and lead a team of professionals that have direct contact with the customers, sharing knowledge and experience with colleagues, having the internal knowledge to understand the correct path to direct technical or material issues, ensure a satisfactory conclusion in a timely manner and with a focus on customer satisfaction
Organize your work, communicate via our case management system, and also maintain direct phone communication with the relevant internal and external parties;
Applies knowledge of computer software, hardware, EV Chargers and procedures to solve problems.Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
The MTS is responsible for managing customer satisfaction by means of internal and external performance scorecards and indicators
The MTS ensures their respective teams both monitor and measure spare and repair management through backlog alignment, identify support solutions to prevent delays in Service
Accompany respective team members to on-site customer meetings as required such as Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
Responsible for identifying training and when appropriate delivering training to ensure that the tech support techs have the correct tools to attain customer satisfaction
Arranges service by software or hardware vendors to repair or replace defective products.
Use your technical knowledge to identify and resolve network and hardware problems; including those related to the integration with 3rd party equipment and solutions (e.g., roaming)
Resolving Conflict
Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

What you bring

5 years

salesforce

crm

college degree