Field Service Engineer

IONNA LLC

8d•$80 - $90•Remote

About The Position

The EV Charging Field Service Engineer is an energetic, self-directed problem solver and a key member of the site operations team at IONNA. You will work independently in the field and remotely, interfacing with our Call Center, Tier 2 technical support team, and hardware manufacturers/partners to troubleshoot and resolve EV charging station issues (A Hybrid concept). This role requires someone who thrives without direct supervision, takes initiative, and consistently drives issues to resolution. The ideal candidate will be comfortable with both hardware and software technologies and is able to execute effectively against demanding SLAs.

Requirements

You are a self-starter who thrives in unsupervised environments and takes full ownership of your work.
You have a winning attitude and embody the concept of extreme ownership.
You are a critical and analytical thinker with a passion for solving customer issues.
You are a strong communicator capable of interacting professionally with colleagues, partners, and customers in high-pressure, time-sensitive environments.
You are willing to work flexibly on short notice as customer escalations require and be “on call” after normal working hours on a periodic basis.
You are comfortable around a computer with experience in MS Office Suite, plus one or more cloud-based ticket management systems such as Salesforce/Zendesk.
You are familiar with electrical/electronic concepts and applications.
You are familiar with cellular and Wi-Fi network communications fundamentals.
You have the ability to learn new technologies as we scale up the business.
You are willing to travel approximately 80% of each month to IONNA locations, including regular overnight stays depending on site location.
Associate degree or military experience with at least 3 years of relevant field service experience, OR a high school diploma with at least 5 years of relevant field service experience.
Demonstrated experience working independently in a fast-paced environment, learning new ways of working, and technical proficiency in electrical, electronic, and mechanical troubleshooting.
Track record of working autonomously, meeting deadlines, and triaging competing priorities.

Nice To Haves

Experience supporting Tier 2 technical escalations or working closely with support engineering teams is a plus.

Responsibilities

Perform service tasks, identify technical problems, and conduct analysis through remote or on-site activity in any service categories (installation and commissioning, maintenance, repairs, upgrades and retrofits, annual service, replacements, etc.).
Provide Tier 2 technical support for escalated issues from Tier 1 support, including remote diagnostics and resolution of software, firmware, and network-related issues.
Operate autonomously in the field, managing your own travel, parts inventory, and service priorities with minimal oversight.
Complete Field Service Reports in a timely fashion.
Troubleshoot equipment failures and make recommendations to avoid repeating the problem in the future.
Assist in root cause analysis and contribute to continuous improvement efforts by feeding field insights back to tech and product teams.
Apply safety rules and safe practices as well as environmental responsibilities. Report unsafe practices and incidents.