EV Technical Service Agent

Premier Staffing Solution•Warren, MI

About The Position

The EV Technical Service Agent will be responsible for technical diagnosis and troubleshooting of electric vehicle charging equipment. This role involves using available tools to perform remote diagnosis, providing guidance for site visits, and ensuring high customer satisfaction. The agent will manage cases in Salesforce, coordinate with logistics for parts, and act as a lead for technical escalations. Additionally, the role includes providing training as a subject matter expert and offering feedback to improve processes and customer satisfaction. The position also involves managing warranty claims, reconciling claims with logistics, and scheduling service technicians when necessary. Training other agents and supporting the creation of training materials are also key aspects of this role.

Requirements

Evidence of safety-first attitude.
IT and Wi-Fi troubleshooting skillset.
3+ years as an electrician or working on electrical components.
Minimum 2 years of experience in a call center/customer-facing environment.
Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce.
Ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment.
Adept oral and written communication skills that involve understanding the customer; getting the message across; presenting information effectively; and communicating openly.
High level of interpersonal skills to work effectively with others.
Computer skills to develop, maintain, and analyze data.
Demonstrated ability to learn new technologies and processes, and adapt to change.
Ability to innovate, solve complex issues, and present new ideas.
Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal.
Responsive and understanding of business issues and data challenges in Aftersales and IT Systems.
High level of analytical ability where problems are unusual, difficult, or complex.
Ability to lead problem-solving activities and manage resolution targets.
Associate/Trade degree in a related space and/or four years of equivalent experience (electrical).
Valid driver's license.

Nice To Haves

EV charging equipment repair/installation experience strongly preferred.

Responsibilities

Perform remote diagnosis and troubleshooting using available tools.
Provide resolution guidance for site visits to other parties.
Ensure high customer satisfaction during issue resolution.
Create and update cases in Salesforce.
Work with logistics for parts ordering and return.
Serve as lead for technical escalations from service partners, non-technical advisors, and others.
Provide training as a subject matter expert on technical details.
Provide flow-related insights and feedback to improve efficiencies and customer satisfaction.
Determine warranty status and manage claims.
Reconcile claims with logistics at month-end, if required.
Perform warm transfers and schedule service technicians, if required.
Train other agents as required.
Support the creation of training materials based on experience.