Technical Support Engineer

Volkswagen AG•Ashburn, VA

32d•$91,700 - $128,400•Onsite

About The Position

The Technical Support Engineer coordinates field service scopes of work and advances diagnostic accuracy, standardized service delivery, and training and certification for new employees, internal teams, and field technicians. The role provides advanced technical support for EV charging equipment—including dispensers, power cabinets, charging cables and connectors, controls, communications, and associated electrical equipment—and works with engineering, quality operations, the Network Operations Center (NOC), field service personnel, and external service vendors to diagnose failures and develop corrective actions. The position is a technical liaison between Electrify America and equipment manufacturers. It investigates service issues, reviews field findings and diagnostic data, and translates OEM troubleshooting procedures, service bulletins, diagnostic codes, known maintenance issues, and corrective actions into clear instructions for internal and external teams. The role also coordinates service training and certification, supports new equipment validation and operational escalations, advises on installation and service questions, and helps establish financial guidelines for service partners to improve warranty reconciliation and budget predictability. Work is fully on-site at the Technology Campus in Ashburn, Virginia, with approximately 20% travel. Availability outside normal business hours may be required to support operations and urgent matters.

Requirements

At least 5 years of relevant experience.
Bachelor’s degree in Electrical Engineering or a related discipline.
Working knowledge of EV fast-charging equipment or related high-power electrical infrastructure.
Technical troubleshooting and field repair experience, including effective technical communication skills.
Experience supporting a geographically dispersed and decentralized field service team.
Experience troubleshooting equipment from multiple manufacturers using alarms, error codes, logs, diagnostic tools, electrical test results, and manufacturer service documentation.
Ability to interpret manufacturer manuals, wiring diagrams, service bulletins, technical specifications, firmware and hardware requirements, and approved repair procedures.
Working knowledge of electrical theory, single-line diagrams (SLDs), electrical testing, safe work practices, and equipment isolation requirements.
Ability and willingness to travel approximately 20% of the time.
Must be available to work outside normal business hours when necessary to support business operations and urgent matters.
The role is fully on-site at Electrify America’s Technology Campus in Ashburn, Virginia.

Nice To Haves

BSEE plus a Master Electrician or Journeyman License, with equivalent relevant experience.
Lockout/Tagout knowledge in accordance with OSHA 29 CFR 1910.147, NFPA 70E compliance, and knowledge of applicable NEC requirements.
Prior experience supporting DC fast-charging equipment manufacturers or multi-OEM EV charging networks.
OSHA 30 and NFPA 70E credentials in good standing.
Experience with manufacturer warranty processes, failure analysis, firmware and hardware campaigns, and field corrective actions.

Responsibilities

Serve as the primary service and maintenance technical liaison between Electrify America and equipment manufacturers on charger, dispenser, power cabinet, cable/connector, controls, communications, and related field-service issues.
Review and communicate manufacturer service bulletins, technical advisories, firmware and hardware updates, known issues, and approved repair procedures.
Work with manufacturers and internal and external service teams to validate troubleshooting steps, repair requirements, equipment limitations, and field corrective actions.
Maintain visibility into manufacturer-specific issues and communicate relevant information to NOC, engineering, field service teams, vendors, commissioning, and the Power Restoration Team (PRT).
Identify trends in equipment performance data and field findings with the quality team to drive corrective actions and resolution criteria.
Provide equipment-specific technical expertise for quality-led root cause investigations and coordinate additional manufacturer analysis when needed.
Ensure error codes have clear, actionable service instructions, including the parts and tools required for successful service delivery.
Validate technical scopes of work and ensure change-management processes document repair-strategy changes before field deployment.
Provide advanced remote and on-site support for complex equipment issues that standard troubleshooting cannot resolve.
Support PRT, NOC, commissioning, and corrective-maintenance escalations requiring manufacturer equipment expertise.
Select appropriate escalation resources, such as manufacturer support, Engineering, specialized vendors, or qualified field service personnel.
Review field service reports, diagnostic results, photos, and supporting documentation for technical completeness.
Support safe equipment isolation, repair, testing, and return to service under approved manufacturer and company safety procedures.
Develop and maintain manufacturer-specific troubleshooting guides, known-issue documentation, repair guidance, escalation paths, and lessons learned.
Translate manufacturer information into practical guidance for field and NOC teams to support consistent troubleshooting and first-time resolution.
Support technical training and knowledge-transfer sessions for field service engineers, NOC personnel, service vendors, and other operational teams.
Keep internal systems and technical records current with approved manufacturer information and corrective actions.
Coordinate with manufacturers and supply chain teams on required components, approved substitutions, repair kits, and material availability.
Support manufacturer campaigns, field modifications, hardware and firmware corrective actions, and recurring-failure remediation programs.
Provide technical input on vendor quotes and scopes when manufacturer-specific repair requirements affect labor, parts, tooling, or field execution.
Coordinate service training and certification requirements and contribute to the development of Electrify America’s service training programs.
Support new equipment validation and advise internal stakeholders on installation and service-related questions.
Establish financial guidelines for internal and external service partners and improve cost predictability for warranty reconciliation and budget planning.