Objective:

The position ensures and safeguards the maintenance of alpitronic hypercharger operations in the field. The employee is responsible for monitoring the charging infrastructure of our customers, analyzing faults, debugging columns, maintaining contact with customers and escalating any problems to the partner department On-Field Support. Furthermore, verifies that all customer support requests are handled to the fullest satisfaction and within the defined SLAs. The employee represents the company to the customer and is in direct contact with them.

Responsibilities:

• Performing remote service, which includes providing high quality responses to all customer enquiries and handling tickets for the hypercharger product line.
• Monitoring of hyperchargers in the field and detection of anomalies in operation, as well as rectification of the same if possible.
• Analysis and identification of occurring faults on devices in the field and structured forwarding of faults that cannot be solved remotely to the on-site service for on-site rectification. Supporting the on-site service during interventions at the device.
• Ensuring compliance with response times and the quality of the remote services provided, taking into account optimal capacity utilization and minimizing analysis times with the aim of achieving the highest possible availability of the hyperchargers in the field.
• Further development of internally developed software components for improved service design.
• Administration and management of the team's IT resources, as well as development of new technologies in the IT software environment to optimize internal processes.
• Verification of compliance with SLAs by own forces and by third parties.

Qualifications

• Bachelor’s in computer science or related technology field. 
• Knowledge of the legal and contractual agreements
• Occupational safety; Further training - working under voltage
• Service management basics according to ITIL
• Full stack knowledge of IT infrastructure (hardware, software, network & telecommunication)
• Basic knowledge of project management and electrical engineering
• Confident handling of MS Office programs (Windows, Excel, Word)
• Basic knowledge of Linux system administration
• Junior DevOps skills
• Understanding of customer needs and requirements
• Communication skills 
• Flexibility and adaptability
• Analytical thinking