Technical Support Engineer

Vital Power Group; Telford; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Profit Related Pay scheme

Pension scheme

25 days leave plus bank holidays

Private Healthcare Scheme

Investment in training and development

Job summary

Vital Power Group in Telford is seeking a dedicated professional for a full-time role focused on delivering technical support and fault finding services for the EV charging network. The ideal candidate will play a key role in ensuring network reliability and supporting ongoing projects. Responsibilities include managing customer inquiries, maintaining charging systems, and collaborating with both the Operations and Field Service teams. The position offers excellent benefits including a pension scheme, healthcare options, and personal development opportunities.

Qualifications

• Experience in providing technical support services for electrical engineering projects.
• Familiarity with commissioning and maintenance of DC charging systems.
• Ability to manage fault-finding exercises remotely.

Responsibilities

• Support the EV team in delivering planned and reactive electrical engineering services.
• Deliver technical support services to customers via a ticket management system.
• Complete remote fault-finding exercises for charger issues.

Skills

Technical support services

Fault finding

Project management

Electrical engineering

Communication skills

Education

Relevant engineering qualifications

Tools

JobWatch ERP system

Kempower systems

Alpitronic systems

Autel systems

Job description

Vital Power Group (VPG) is one of the fastest-growing, forward-thinking companies in the UK, dedicated to delivering innovative solutions within the critical power and EV charging industries. Specialising in generator service and turnkey EV charging solutions, our goal is to become the most trusted provider in these sectors by re-setting customer service benchmarks and transforming expectations with honesty, integrity, and passion. We are committed to continually raising the bar in customer service excellence.

Our work is delivered by a team of well trained, equipped, and motivated Engineers, supported by a 24/7/365 Operations capability, and led by a diversely skilled Leadership Team.

Vital Group expects all its employees to act as ‘co-owners’ of the business, and to always put safety first, followed closely by customer satisfaction and commercial success. Our values are ones that promote the best behaviour and team ethics, and we believe that this requirement will drive profitable growth and make Vital Group a fantastic place to build a career.

The candidate who fulfils this role will be a key part of the Networks Team, ensuring the successful delivery of Vital EV’s remote charger network management strategy, to include first and second level support, fault finding services and ongoing improvement of charger visibility, fault notification and resolution methods to achieve greater network reliability.

The candidates peripheral job scope is to support the successful commissioning and ongoing preventative maintenance of charging, electrical and power infrastructure projects on other Vital Group contracts. Further details can be found below. The contract is on a full time, permanent basis which includes the requirement for availability to contribute outside of normal working hours to an on-call rota.

The role can be based at either our Chester or Telford office. Standard working hours are Monday to Friday, 8:30am to 5:30pm, with a one-hour lunch break

Primary responsibilities:

• Responsibility for supporting EV team in delivering planned and reactive electrical engineering services in a professional and well managed manner across the UK to include;
• Delivery of technical support services to customers via ticket management system
• Completion of remote fault-finding exercises when issues arise with chargers in field, using combination of diagnostic log, software update and settings re-configuration procedures to resolve reported issues
• Ongoing provision of technical support services for Operations and Field Service teams to ensure continued access to technical expertise and resources when required (remote and on-site as necessary)
• Record management of charging network faults through organisation’s ERP system ‘JobWatch’ to aide in completion of monthly reporting on trend analysis and development of knowledge centre for wider business
• Commissioning of Kempower, Alpitronic & Autel DC charging systems in accordance with OEM & NICEIC standards.
• Planned preventative maintenance of DC charging systems
• Asset management services to ensure key details for all service contract customers are captured and kept up to date
• Utilisation of Kempower, Autel and Alpitronic hardware management system’s to enable proactive investigation into chargers & network reliability
• Administration of warranty claims with DC charging manufacturers

Secondary Responsibilities:

• Ensure highest quality of workmanship is maintained in all dealings, to uphold company standards and comply with building regulations
• Support project installation teams with generator installation works
• Support electrical services business growth, making use of engineering qualifications
• Support UPS services business growth, making use of relevant engineering qualifications
• Support core NICEIC electrical engineering team with compliance to standards
• Support the sales team with availability to attend site surveys, project planning & technical compliance review meetings with project stakeholders to ensure projects are correctly designed, procured, and installed
• Use workforce field management system JobWatch to record daily job attendances
• Offer insight into new EV charging & electrical engineering technologies to enhance company’s competitive advantage
• Use experience and training to nurture and encourage Vital engineering team members to better their skill sets and contribution to company success

What you can expect:

• A discretionary twice per annum, ‘Profit Related Pay’ scheme that ties bonus amounts to the amount of profit made by the business.
• Pension scheme after 3 months of service.
• All employees receive 25 days leave (or equivalent pro-rata) per annum, plus additional bank holiday days.
• Eligibility to join Vitality, Private Healthcare Scheme, and BHSF Healthcare Cash Plan, after 6 months of service.
• Investment in professional development and training to support you in your role.
• A supportive and positive workplace culture

Next Steps:

We are an equal opportunities employer. We welcome applications from all suitably qualified persons. If you require any additional support to attend an interview, please let us know in advance.

The role is due to commence ASAP after the offer has been made, but we can be flexible with the start date depending on prior commitments.

Please note that proof of the right to work in the UK will be required.