Reliability Coordinator

ChargerHelp; Los Angeles (CA); Sur place; USD 65 000 - 85 000; Plein temps

Résumé du poste

ChargerHelp is seeking a Reliability Coordinator in Los Angeles, CA, to handle real-time issue responses and dispatch coordination for EV charging stations. The ideal candidate will manage multiple issues, dispatch technicians with clear instructions, and handle customer communications.

Key requirements include experience in field service coordination, strong problem-solving skills, and the ability to work in a fast-paced environment. Familiarity with EV charging hardware and customer support tools is preferred.

Qualifications

• Experience in dispatching, field service coordination, or technical support.
• Strong written communication and documentation skills.
• Ability to analyze technical information and communicate it clearly.

Responsabilités

• Coordinate real-time responses to EV charging issues across assigned portfolios.
• Dispatch technicians and service partners with actionable instructions.
• Review tickets and internal notes to understand reported issues.

Connaissances

Dispatch experience

Technical support

Problem-solving

Communication skills

Detail-oriented

Outils

Zendesk

Slack

OCPP

Google Workspace

Microsoft Office

Description du poste

ChargerHelp is a tech company solving EV charging’s biggest challenge: uptime.

At the core is EMPWR™, our platform built to streamline diagnostics, dispatch, and performance tracking across every OEM. For teams that want full-service support, RaaS pairs EMPWR with expert field ops to deliver faster fixes and lower costs. We’re building the infrastructure EV adoption depends on - one connected, operational charger at a time.

Role Overview

We’re seeking a Reliability Coordinator to manage real-time issue response, dispatch coordination, and technical troubleshooting across our customers’ EV charging portfolios.

This role is more than dispatch. The Reliability Coordinator helps determine what is happening, what information is missing, who needs to act next, and how to move complex issues toward resolution. You will work across Zendesk, work orders, CSMS/OCPP data, customer communications, OEM guidance, internal notes, and EMPWR to coordinate service and support reliable charger operations.

The ideal candidate is detail-oriented, technically curious, comfortable working through ambiguity, and able to translate fragmented information into clear next steps for technicians, electricians, OEMs, partners, and customers.

What You’ll Do

• Coordinate real-time response to EV charging station issues across assigned customer portfolios
• Dispatch ChargerHelp technicians and third-party service partners with clear, actionable instructions
• Review Zendesk tickets, customer communications, work orders, CSMS/OCPP data, internal notes, photos, and OEM guidance to understand reported issues
• Help determine whether issues appear related to hardware, software, network, and develop working knowledge of how issues present across hardware, software, network connectivity, configuration, electrical conditions, vehicle-side behavior, and customer process.
• Serve as the human in the loop when reviewing what EMPWR surfaces, applying your own judgment to identify what's still missing including logs, photos, fault codes, work order notes, CSMS data, or OEM documentation before a wasted dispatch occurs
• Manage work orders from creation through completion, ensuring accurate documentation, SLA adherence, and clear closeout notes
• Serve as an operational point of contact for assigned customer accounts
• Communicate site status, delays, maintenance windows, next steps, and resolution updates to customers and internal teams
• Coordinate with OEMs, CSMS providers, technicians, customers
• Be the human in the loop on service intelligence. Review completed work orders and tickets to spot recurring failure patterns, workflow gaps, and opportunities to eliminate unnecessary truck rolls
• Prepare customer reports, QBR inputs, and operational summaries using EMPWR and related systems
• Support customer onboarding and periodic account check-ins
• Contribute feedback to improve EMPWR workflows, diagnostic tools, service playbooks, and reliability processes

What You Bring

• Hands‑on experience in dispatching, field service coordination, technical support, real‑time operations in EV charging infrastructure or similar energy distribution assets
• Strong problem‑solving skills and the ability to work through unclear, incomplete, or conflicting information
• Technical curiosity and persistence; you leverage EMPWR to its fullest, and when the system raises a question you cannot answer, you go find it through fault codes, manuals, prior tickets, and partner guidance
• Ability to distinguish verified facts from assumptions, reported symptoms, and unresolved questions
• Comfort working with operational software, dashboards, spreadsheets, ticketing systems, exported data, and internal platforms
• Ability to translate complex or incomplete technical information into clear instructions for technicians, electricians, OEMs, partners, and customers
• Strong written and verbal communication skills
• Strong attention to detail and disciplined documentation habits
• Customer‑first mindset with the ability to communicate calmly and clearly during escalations
• Comfort working in a fast‑paced, evolving environment where processes may still be developing
• Ability to leverage data and performance metrics to drive informed operational decisions
• Familiarity with EV charging hardware, EVSE operations, OCPP, CSMS platforms, Zendesk, Slack, or field service tools is strongly preferred

Success Looks Like

• Technicians are dispatched with clear instructions, the right context, and the right tools
• Work orders are complete, accurate, and useful for future troubleshooting
• Customers receive timely, clear, and credible updates
• Repeat issues are identified and escalated before they become larger problems
• Ambiguous charger failures are moved toward resolution through structured investigation
• The team reduces unnecessary truck rolls by improving diagnosis before dispatch
• EMPWR becomes more accurate through better documentation, data capture, and coordinator feedback
• Internal teams have better visibility into recurring issues, customer risks, and service gaps

This Role Is a Fit If You

• Like solving operational puzzles
• Are comfortable digging through messy information to find the signal
• Do not stop at “the ticket says it is broken”
• Can ask better questions when the root cause is unclear
• Care about documentation because you know future troubleshooting depends on it
• Can coordinate calmly across customers, technicians, OEMs, software partners, and internal teams
• Are interested in EV charging infrastructure, reliability, and the future of field service

Job Requirements

Required Qualifications

• Experience in dispatch, field service coordination, technical support, operations, or a related role
• Strong written communication and documentation skills
• Ability to manage multiple active issues, prioritize effectively, and follow through to resolution
• Comfort working in a remote, fast‑paced, customer‑facing environment
• Familiarity with EV charging hardware, EVSE operations, or OCPP
• Experience in EV charging, energy, utilities, field service, hardware support, or technical operations
• Familiarity with CSMS/OCPP platforms, charger monitoring tools, or fleet operations platforms
• Experience using Zendesk, Slack, Grafana, Google Workspace, Microsoft Office, Zoom, Monday.com, or similar tools
• Experience coordinating technicians, electricians, OEMs, or third‑party service partners
• Experience reviewing logs, exported CSVs, technical documentation, or diagnostic reports
• Comfort working with early‑stage or rapidly evolving operational processes

Why This Role Matters

EV charging reliability is not always straightforward. Issues often require pulling together customer reports, software data, field notes, OEM guidance, and historical service records to determine the right next step. The Reliability Coordinator plays a critical role in helping ChargerHelp turn fragmented information into clear action, better service outcomes, and more reliable charging experiences for customers and drivers.