Contract - NOC Escalation Specialist

Volkswagen AG

About The Position

This NOC Escalation Specialist is a tier II technical support role for Hardware, Software and Quality issues on the Electrify America EV charging network. The role will work closely with internal and external teams, such as Charger Manufacturers, OEMs, and Service Providers. Daily tasks are heavily centered on OEM & Media escalation management, network performance monitoring, and incident response. Core KPI’s include charger availability and performance.

Requirements

4-year degree in Technology, IT, Science or Engineering or equivalent experience
Ability to work varied shifts from Monday through Sunday with overtime based on business needs
Strong technical problem-solving skills and root cause analysis related to integrated hardware and software systems
Demonstrated proficiency in software systems including ability to quickly learn and navigate a proprietary network management system
Intermediate knowledge of electrical devices and electronics
Knowledge of IT networking environment and computer systems
Analysis skills including ability to analyze data, trend analysis, basic statistical analysis, etc.
Attention to detail and ability to capture technical information in systems accurately and repeatedly
Knowledge of various OEMs technical requirements
Ability to prepare and present technical reports including summary of data and analysis as required.
Communication skills – excellent interpersonal, presentation and written
Computer proficiency – strong computer skills including data analysis and intermediate to advanced M.S. Excel
Presentation skills – ability to create and present via M.S. PowerPoint

Responsibilities

Reviewing and providing technical analysis of asset issues related to hardware and software, hardware vendor integration issues, and network transaction issues determining next steps to resolve the issues.
Provide analysis using a proprietary network dashboard with charger status, faults and error codes, and log files as well as manufacturer proprietary interfaces based on equipment type.
Open asset cases with manufacturers and determine next steps for issue resolution.
Create and manage work orders with the maintenance vendor and coordinate analysis and repair instructions provided by the manufacturer to resolve a hardware issue in the field.
Determine final root cause and update asset case with findings prior to closing out cases.
Perform other maintenance operations tasks, such as including warranty claim documentation, maintenance invoicing support, parts management, etc.
Work alongside internal departments such as Marketing, Social Media and OEM’s to respond to escalation requests.
Perform detailed session analysis of OEM test sessions determining failure points and vehicle unique characteristics.
Analyze drive routes to provide thorough review and recommendations along with opening any cases on pending issues and following through to resolution.
Network and Site level monitoring via data parsing and analysis to identify and escalate systemic issues or trends.
Work to improve current processes with internal and external teams to include identifying lapses in processes, knowledge sharing, monitoring, and reporting.