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 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.

The proper candidate will be comfortable with hardware and software technologies and able to execute effectively against demanding SLAs. A positive attitude, flexibility and a strong work ethic are critical to thriving in this position.

Responsibilities:

· Troubleshoot and identify issues within rigorous SLA timelines.

· Monitor network for proper charge station function and identify issues before they become apparent to the customer.

· Manage and execute actions on service tickets in conjunction with internal and external teams and partners.

· Analyze and provide clear feedback regarding issues that arise with hardware and software.

· Work in conjunction with on-site technicians to guide resolutions for hardware issues in the field.

· Provide technical recommendations to internal and external teams to resolve possible network communication issues.

Qualifications:

· Bachelor’s in computer science or related technology field. 

· 2 years of support role in the eMobility/EV Charging industry.

· Basic skills for software and diagnostic

· Knowledge of the legal and contractual agreements

· 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)

· Understanding of customer needs and requirements

· A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.

· Willing to work flexible hours and overtime on short notice as customer escalations require.