The Technical Support Engineer plays a crucial role in providing after-sales technical support, remotely for hardware and electrical incidents. This role will be the representation to our customers in a highly professional and ethical manner promoting leadership in service technology. They will lead the development and deployment of our comprehensive service strategies that improve the profitability and growth of the European market.
Key responsibilities
- Provide after-sales technical support for hardware and electrical incidents on the field.
- Offer remote and on-site technical assistance and telephone support to Partners, Field Service Providers, and field technicians.
- Install, commission, maintain, and troubleshoot DC Charging stations.
- Handle customer feedback on product technical issues in a timely manner.
- Track customer feedback on technical issues and ensure their resolution.
- Collect customer requirements and provide feedback to the Service Manager through the Charging Management System (CMS).
- Collate, aggregate, and analyze customer issues to facilitate R&D improvements and upgrades.
- Generate technical documentation in collaboration with the engineering department.
- Offer technical training to partners, resellers, distributors, FSPs, and field technicians.
- Travel occasionally within Europe and internationally to provide field support for complex cases.
What we’re looking for
- Bachelor’s degree or higher in Engineering, with a focus on DC Fast Chargers, eMobility electricity, or automotive engineering.
- Minimum of 3 years of relevant working experience in the specified fields.
- Proven working experience with DC Fast Chargers, batteries, and electronics.
- Familiarity with DC Charging standards (e.g., IEC 61851-23, UL 2231-1, UL 2231-2).
- Knowledge of charging protocols (e.g., DIN 70121, IEC 15118, UL 2022, UL 2251).
- Fluency in English is mandatory.
- Proficiency in other European languages is preferred.
- Ability to work effectively as part of an international team.
- In-depth knowledge of electromobility-centric systems, including protocols and standards such as Open Charge Point Protocol (OCPP) and Open Charge Point Interface Protocol (OCPI).
- Understanding of safety regulations for High Voltage DC and industry standards, such as IEC, UL, and CSA, which govern the safety and operation of charging equipment.
- Strong understanding of electrical devices (e.g., transformers AC/DC, multimeters, grounding).
- Proficiency in networking, communications, and electro-mechanical design.
- Knowledge of security requirements for modern EV charging infrastructure equipment.
- Familiarity with electric safety and functional safety standards, particularly ISO 26262.
Internal Use Only: Salary
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