Reliability Coordinator
About The Position
We’re seeking a Reliability Coordinator to own real-time dispatching, issue response, and field-service coordination across our customers’ EV charging portfolios. You will assign technicians, manage 3rd-party service partners, track SLA performance, and ensure customers receive timely, high-quality service. This role is central to driving reliability, transparency, and operational excellence. The ideal candidate leverages data-driven insights to inform operational decisions; prior experience required. Familiarity with Grafana (preferred), as well as Zendesk and Slack, is a plus.
Requirements
- Hands-on experience in dispatching, field service coordination, or real-time operations
- Strong analytical and problem-solving skills with the ability to assess issues quickly
- Excellent written and verbal communication
- Strong attention to detail and disciplined documentation habits
- A passion for customer experience and operational reliability
- Comfort working in fast-paced or early-stage environments
- Ability to leverage data and performance metrics to drive informed decision-making and optimize operations; prior experience required.
- Familiarity with tools like Google Workspace, MS Office, Zoom, and Monday.com
- Experience with EV charging hardware, EVSE operations, or OCPP
Nice To Haves
- Familiarity with OCPP (Open Charge Point Protocol) and tools such as Grafana, Zendesk, and Slack is a plus.
Responsibilities
- Dispatch technicians and 3rd party service partners to active work orders, ensuring timely assignment and clear instructions
- Monitor EV charging site performance and proactively flag maintenance issues
- Serve as the primary operational point of contact for assigned customer accounts
- Manage work orders from creation through completion - ensuring accurate documentation and SLA adherence
- Communicate site status, delays, maintenance windows, and updates to customers and internal teams
- Support customer onboarding and periodic account check-ins
- Contribute field-level insights to customer QBRs and internal reporting
- Analyze completed work orders to identify trends, recurring issues, or workflow gaps
- Prepare regular customer reports and maintain data accuracy in ChargerHelp EMPWR platform
- Collaborate with Product and Engineering teams to improve tools and drive process optimization
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
