EV Connect is seeking an experienced Field Service Manager to lead our Field Service and Inventory teams within the Customer Operations Department. You will work directly with your team; station manufactures and field service partners to resolve EV charge station issues in the field and return stations to active service in the shortest possible time. This role reports to our Director of Technical Operations.
The proper candidate will be an experienced leader with multiple years managing high performing Field Service teams. Positive attitude, flexibility and a strong work ethic are critical to thriving in this position.
Summary of Duties and Responsibilities:
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Manage, train and lead our Field Service Team to achieve the desired CSAT/MTTR/Quality goals.
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Oversee the Field Service Team’s management of field vendors, parts inventories, and invoicing/billing.
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Manage and Engage HW vendors and Field Partners to enable quick efficient collaboration to drive the fastest resolution for our customers.
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Address and rectify customer escalations as well as conduct postmortems to drive process improvements and correct failures.
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Be a master of all data including leading/lagging KPIs that directly tie to your teams performance and present these to leadership on q frequent cadence.
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Develop the necessary processes to enable your teams’ ability to scale and meet the ever increasing needs of our customers and partners.
Qualifications (You are):
- 5+ Years of experience successfully managing field service teams in either the EV or an equivalent industry.
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3+ Years experience in eMobility industry
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Winning attitude that embodies the concept of extreme ownership
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Strong knowledge and experience in the art and strategy of successful issue troubleshooting.
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Driven individual who is capable of leading their team to meet the demanding SLAs of our customers by working outside of normal hours, running through walls and getting results.
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A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
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Responsible KPIs
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Mean Time to Resolution (MTTR)
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Customer Satisfaction % (CSAT)
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Field Service Quality
Education:
Bachelor’s degree
About EV Connect:
EV Connect is on a mission to build a better planet by enabling electricity as a transportation fuel. Through its innovative and open charging platform, EV Connect simplifies the set-up, management, and optimization of charging stations with premium customer service, from installation to driver support. EV Connect guides companies of all sizes in managing networks of chargers and delivers a seamless EV charging experience that empowers drivers.
Established in 2010, EV Connect is a subsidiary of Schneider Electric which serves customers across the U.S., including GM, Avista Utilities, Love’s Travel Stops, Verizon, Marriott, Hilton, Western Digital, SCE, New York Power Authority, and numerous municipalities. Globally, EV Connect's reach extends across Europe, Australia, and Asia, removing carbon emissions from vehicles through the electrification of transportation. For more information, please visit www.evconnect.com and follow us on Twitter and LinkedIn.
Our Benefits and Perks:
Paid time off (vacation and flex time), health insurance, life insurance, dental insurance, 401k with company matching, monthly EV stipend, yearly ongoing education stipend and more.
EV Connect is an Equal Opportunity Employer and requires proof of eligibility to work in the U.S.