Director Customer Operations

Are you interested in working from home while growing a career in the EV industry?

EPG () is currently seeking a remote Director of Customer Operations for one of our partners that is a provider of electric vehicle charging for EV In this position, you will be leading the customer solution operations assurance functions, including the energy, network and EV charging ;

Responsibilities

• Responsible for monitoring and operating CaaS solutions to customer s performance standards, following KPIs and Service Level
  

• Responsible for customer support for hardware, firmware, and software including troubleshooting and Support is both centralized and remote
  

• Oversee ticket management, including platform design and resolution process, meeting SLA requirements
  

• Manage field technical services resources and support, including troubleshooting and remediation
  

• Responsible for arranging preventive and corrective maintenance activities in accordance with
  

• Responsible for interacting with local partners, including utilities, municipalities, customer facility points of contact and technology/services ;
  

• Act as administrator of CaaS solution (software, hardware, firmware), helping the Energy Solutions and Engineering teams to identify and develop requirements for the company s solution ;
  

• Continuously help the company improve operations capabilities, processes and ;
  

• Evaluate and consider complementary technologies or partners who could support the company s customer ;
  

• Provide CaaS solution reporting with internal cross-functional
  

Requirements

• Bachelor s degree in Electrical, Mechanical or Civil Engineering or a closely related field/equivalent ;
  

• 5+ years of experience in operations/support of complex solutions involving hardware, firmware, and software components, such as EV charging systems and distributed power ;
  

• Demonstrated operations and field services management ;
  

• Customer-facing experience, including ongoing customer ;
  

• Team player willing to help where ;
  

• Sense of humor is required
  

• Can-do attitude to challenges and ;
  

• Strong desire to work in a fast growing, start-up ;
  

• Passion for electric
  

• Energetic, curious, resourceful, and ;
  

• Able to continuously exhibit the highest levels of professional discretion as a technical representative of the company in all customer ;
  

• Strong anchor of collaboration with ability to manage competing priorities, complex operations and high-profile customers, partners and ;
  

• Proven ability to drive operational excellence for continuous value of customer
  

• Strong interpersonal skills to work with various stakeholders and
  

• Excellent autonomous problem-solving ability and critical thinking ;
  

• Solid written and verbal communication skills, including presentation
  

• Proficiency with JIRA and/or similar ticket management ;
  

• Proficiency with Microsoft Project and/or similar project management applications, including distributed energy asset management software ;
  

• Technical aptitude for breadth and depth of complex multi-faceted solutions, including energy, network communication, charging and enterprise software ;
  

• Solid understanding of hardware, firmware, software and technical troubleshooting
  

Preferred

• Experience in EV charging, distributed power, telecommunications, utilities, construction and/or transportation industries is a
  

Benefits

• Extremely Competitive Salary
  

• Healthcare (medical 100% cost)
  

• PTO - 20 days plus off entire week from Christmas to NY
  

• 401K with match
  

• Endless opportunities as they We will empower you as much as you want to
  

• Culture - people feel they can express themselves Human first We want people to take care of themselves and their
  

• Entrepreneurial spirit
  

• Honest with themselves and each other and use this to be strategic about their growth and chasing ;
  

• Work hard but fun