EV Charging Technical Support Manager - IONNA LLC

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

IONNA is seeking an experienced Technical Support Manager to lead our Technical Support team within the Site Operations group. The mission of the Technical Support team is to determine how to fix EV charging dispensers. You will work directly with your team, charger OEM’s, and Technical Support partners to resolve EV charging station issues in the field and return stations to active service in the shortest possible time. This role reports to our Director of Site Operations.

Role Attributes

• 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.

Role Expectations

• 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.

Education/Experience Expectations

• Bachelor’s degree