EV Charging Technical Support Manager

About IONNA:

Welcome to IONNA, the joint venture founded by seven global automotive leaders, including BMW, General Motors, Honda, Hyundai, Kia, Mercedes-Benz, Toyota, and Stellantis. At IONNA, we're revolutionizing the EV charging landscape in North America by creating a high-powered charging network that's set to redefine the way we drive.

Our Mission:

We're on a mission to make EV charging reliable, accessible, and convenient. With a commitment to deploying a minimum of 30,000 chargers, we're shaping the future of electric mobility, exceeding industry standards and leading the charge toward a sustainable, zero-emission tomorrow.

Why Join IONNA:

• Pioneering Spirit: Be part of a groundbreaking joint venture that is aiming to change the driving experience in North America
• Innovation Hub: Immerse yourself in cutting-edge technology and redefine the future of EVs
• Sustainability Focus: Contribute to a greener planet by powering our stations exclusively with renewable energy
• Dynamic Culture: Join a passionate team committed to shaping the landscape of electric mobility
• Endless Opportunities: Grow professionally in an industry that's set to reshape the automotive world

Join IONNA and be a driving force in the EV revolution. Your journey starts here.

Position Summary

This role reports to our Director of Site Operations.

• Responsible for review and actioning of their KPI’s which are MTTD, average handling time, and yield.
• Responsible for the overall customer support experience.
• Has a bias for action to provide continuous improvement of our customers and the support team.
• Design, improve, and review the environment of our support system, tools, and knowledge base.
• Be a master of all data including leading/lagging KPIs that directly tie to your team’s performance and present these to leadership on frequent cadence.
• Develop the necessary processes to enable your teams’ ability to scale and meet the ever-increasing needs of our customers and partners.
• Responsible for the oversight and timely execution of support tickets, customer communication, support escalations, and vendor partnership improvements.
• Oversight of training programs for the team for the continuous improvement of knowledge, skill set, and tools.
• Help coordinate the installation/repair of chargers with our field service team.
• Collaborates with our technology team to research and resolve problems.
• Will support in various Network Operations tasks, improvements, and reporting reviews.
• Available to be "on call" after normal working hours on a periodic basis.

• A minimum of 3 years of experience in technical support/ management with ideal focus on networked electrical equipment or environments.
• Experience in vendor relationship management.
• Working knowledge of various software, firmware, and hardware technologies.
• Ability to take complex situations and provide a step-by-step breakdown of the problem and solution.
• Experience managing remote teams across multiple time zones.
• Attention to detail and ability to help set-up process/ procedures.
• Strong communication skills.
• Customer orientation with excellent communication and presentation skills.

• Bachelor’s degree