EVSE Reliability Operations Specialist
About The Position
ChargerHelp is seeking a Reliability Coordinator to manage real-time issue response, dispatch coordination, and technical troubleshooting across our customers’ EV charging portfolios. This role is more than dispatch. The Reliability Coordinator helps determine what is happening, what information is missing, who needs to act next, and how to move complex issues toward resolution. You will work across Zendesk, work orders, CSMS/OCPP data, customer communications, OEM guidance, internal notes, and EMPWR to coordinate service and support reliable charger operations. The ideal candidate is detail-oriented, technically curious, comfortable working through ambiguity, and able to translate fragmented information into clear next steps for technicians, electricians, OEMs, partners, and customers.
Requirements
- At least 1 - 3 years supporting, installing, maintaining, or troubleshooting commercial EV charging infrastructure
- Experience with Level 2 and/or DC Fast Charging equipment
- Strong understanding of EVSE hardware, charging workflows, and common failure modes
- Experience interpreting charger fault codes, alarms, or diagnostic information
- Experience supporting one or more major EVSE manufacturers (ABB, BTC Power, Tritium, ChargePoint, Kempower, EVBox, Delta, Autel, Blink, etc.)
- Ability to independently troubleshoot complex technical issues and determine appropriate next steps
- Excellent written and verbal communication skills
- Strong organizational, customer management, and problem-solving skills
Nice To Haves
- Experience working with OCPP and Charging Station Management Systems (CSMS)
- Experience with Zendesk, Salesforce, Jira, or similar ticketing platforms
- Electrical, networking, or telecommunications troubleshooting experience
- Familiarity with Linux, VPNs, networking fundamentals, or remote diagnostics
- Previous experience supporting utilities, fleet operators, or Charge Point Operators (CPOs)
Responsibilities
- Investigate charging station issues using OCPP messages and transaction logs, charger fault codes and alarms, network and communications diagnostics, remote monitoring platforms, OEM documentation and technical support resources, and ChargerHelp's proprietary software platform.
- Determine whether an issue can be resolved remotely, whether a technician should be dispatched, which parts or components are likely to have failed, whether the issue is related to software, firmware, communications, networking, utility power, or charger hardware, and the most effective path to restoring service.
- Own charging station issues from initial alert through final resolution.
- Dispatch and coordinate field technicians.
- Manage service work orders.
- Coordinate with OEMs, electricians, utilities, and site hosts.
- Manage warranty and non-warranty repairs.
- Track service level agreements (SLAs).
- Coordinate parts ordering and logistics.
- Maintain accurate service documentation.
- Ensure every issue progresses efficiently toward resolution.
- Serve as the primary operational contact for assigned customers.
- Lead customer onboarding.
- Conduct operational review and status meetings.
- Provide updates on ongoing service issues.
- Coordinate contract renewals.
- Assist customers with adding stations to existing agreements.
- Recommend equipment replacement ("rip and replace") strategies when appropriate.
- Respond to customer questions and escalations.
- Build trusted relationships through responsive communication and technical expertise.
Benefits
- Opportunities to expand technical expertise
- Opportunities to influence operational best practices
- Opportunities to grow into senior technical and operational leadership positions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
