As a Field Service Engineer, you will: Technical Expertise & Advanced Diagnostics Lead on-site diagnostics and troubleshooting for a wide range of EV charger issues, focusing on software bugs, network connectivity errors (e.g., OCPP, cellular), and complex electrical/mechanical faults. Handle Level 1 and Level 2 technical issues, performing configuration changes, data analysis, and root cause identification using system logs and command-line interfaces. Diagnose and repair faulty physical components, such as charging cables, connectors, control units, and power distribution equipment, when necessary. Utilize the Jira ticketing system diligently to document all service calls, troubleshooting steps, and final resolutions. Partner with internal Service Engineers, Engineering, Product Management, and Global Service Teams to stay up-to-date with the latest advancements in EV charging technology and industry standards, feeding field insights back to development. Customer Service & Documentation Interact with customers professionally and courteously, providing excellent service and clear communication regarding repair timelines and technical explanations. Communicate effectively with customers and internal teams to resolve issues promptly. Maintain accurate and detailed service records, ensuring comprehensive documentation of all field activities and resolutions. Field Service & Logistics Willingness to travel extensively, up to 75%, within North America to service customer sites, requiring flexibility to work independently in the field. Work flexible hours, including weekends and evenings, as needed to meet service demands. Adhere strictly to all company and industry safety protocols and best practices during all field operations.