Team Manager Remote Service Support - EV Charging

Alpitronic; Charlotte (NC); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Savings Plan

Paid Time Off (PTO)

Job summary

Alpitronic seeks a Team Manager - Remote Service Support in Charlotte, NC to lead a high-performing remote service team providing technical support for DC fast charging solutions across North America.

You will collaborate with Engineering,Product Management, and Field Service to resolve issues, improve processes, and ensure an exceptional customer experience. A background in EV tech and leadership is essential.

Qualifications

• Bachelor's degree in Engineering, Business, IT or related field or equivalent experience.
• 5+ years in technical or customer support; 2+ years leading teams.
• Experience in EV charging, renewable energy, or high-tech manufacturing preferred.
• Familiarity with remote diagnostic tools and IoT systems.
• Proven ability to manage remote or distributed teams.
• Strong technical troubleshooting skills and customer-first mindset.
• Experience with CRM and ticketing systems (Salesforce, Zendesk, ServiceNow).
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Lead and develop a high-performing team of Remote Service Support Specialists across North America.
• Oversee daily remote support operations and ensure timely, professional issue resolution.
• Monitor SLAs, staffing, and resource allocation to maintain coverage.
• Collaborate with Engineering, Product Management, Manufacturing, and Quality.
• Drive process improvements and knowledge base documentation.

Skills

Leadership

Technical troubleshooting

Customer-focused

CRM & ticketing

Remote team management

IoT & remote diagnostics

Communication

Cross-functional collaboration

Process improvement

Education

Bachelor's degree in Engineering/related field

Tools

Salesforce

Zendesk

ServiceNow

Job description

Job Summary The Team Manager - Remote Service Support is responsible for leading and developing a high-performing team of Remote Service Support Specialists who provide technical support for Alpitronic's industry-leading DC fast charging solutions across North America. This role is responsible for ensuring exceptional customer service, operational excellence, and timely resolution of technical issues while driving continuous improvement in support processes, team performance, and customer satisfaction.

Job Summary The Team Manager - Remote Service Support is responsible for leading and developing a high-performing team of Remote Service Support Specialists who provide technical support for Alpitronic's industry-leading DC fast charging solutions across North America. This role is responsible for ensuring exceptional customer service, operational excellence, and timely resolution of technical issues while driving continuous improvement in support processes, team performance, and customer satisfaction. The Team Manager serves as a key liaison between customers, Field Service, Engineering, Product Management, and other cross-functional teams to ensure efficient issue resolution, effective communication, and a seamless customer experience. This leader will foster a culture of accountability, collaboration, and continuous learning while supporting the company's rapid growth.

Key Responsibilities

Leadership & Team Development

• Lead, coach, mentor, and develop a team of Remote Service Support Specialists, fostering a high-performance, customer-focused culture.
• Establish clear performance expectations, monitor KPIs, and provide regular coaching, feedback, and performance evaluations.
• Recruit, onboard, and develop team members while identifying opportunities for professional growth.
• Promote collaboration, accountability, and continuous improvement within the team.

Operations Management

• Oversee daily remote support operations to ensure timely, accurate, and professional resolution of customer issues.
• Manage staffing schedules and resource allocation to maintain appropriate coverage and service levels.
• Monitor ticket queues, case backlogs, escalations, and response times to ensure compliance with established service level agreements (SLAs).
• Serve as the primary escalation point for complex technical issues and critical customer situations.

Customer & Technical Support

• Partner closely with Engineering, Product Management, Manufacturing, Quality, and Field Service teams to resolve technical issues efficiently.
• Support the team in diagnosing and troubleshooting electrical, mechanical, software, and network-related issues involving EV charging systems.
• Identify recurring technical problems and collaborate with internal stakeholders to drive corrective actions and product improvements.
• Ensure consistent communication with customers and partners throughout the support process.

Continuous Improvement

• Analyze support metrics, customer feedback, and operational trends to identify opportunities for process improvement.
• Develop and implement best practices, standard operating procedures, and knowledge base documentation.
• Drive initiatives that improve first-call resolution, customer satisfaction, and operational efficiency.
• Support implementation of new technologies, tools, and support processes as the organization grows.

Reporting & Collaboration

• Prepare and present regular reports on team performance, service metrics, customer satisfaction, and operational trends.
• Partner with leadership to establish departmental goals and strategic initiatives.
• Contribute to cross-functional projects that enhance the customer experience and support organizational growth.
• Perform other duties as assigned.

Other duties as assigned

Qualifications

Required

• Bachelor's degree in Engineering, Business, Information Technology, or a related field, or an equivalent combination of education and experience.
• Five (5) or more years of technical support, customer support, or field service experience.
• Minimum of two (2) years of leadership experience managing technical support or customer service teams.
• Experience in the EV charging, renewable energy, or high-tech manufacturing sector.
• Familiarity with remote diagnostic tools and IoT systems.
• Proven track record in managing remote or distributed teams.
• Strong technical troubleshooting skills, with the ability to guide team members through complex problem-solving.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Experience working with CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.

Preferred

• Experience supporting EV charging infrastructure, renewable energy systems, power electronics, industrial equipment, or similar technical products.
• Familiarity with remote diagnostics, networking, IoT-connected devices, and cloud-based monitoring platforms.
• Experience working in a manufacturing, industrial automation, or high-growth technology environment.
• Knowledge of continuous improvement methodologies such as Lean or Six Sigma.

Ability to commute/relocate:

Charlotte, NC: Reliably commute or planning to relocate before starting work (Required)

Work Location:

On-site

Job Type:

Full-time

Current Benefits Include, But Are Not Limited To

• Medical, Dental, and Vision Insurance
• Life and Disability Insurance
• 401(k) Retirement Savings Plan administered through Vanguard, allowing eligible employees to contribute pre-tax and/or Roth contributions in accordance with IRS limits. Employees are also eligible for Company matching contributions in accordance with the terms of the plan in effect at the time.
• Paid Time Off (PTO): You will accrue Paid Time Off (PTO) annually, prorated based on your start date during your first year of employment. PTO may be used for vacation, personal time, or illness in accordance with Company policy.
• Paid Company Holidays in accordance with the Company's annual holiday schedule.
• The Company reserves the right to modify, amend, or terminate its benefit plans and programs at any time, consistent with applicable law.

Alpitronic is an Equal Opportunity Employer. Alpitronic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Alpitronic complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

WHY ALPITRONIC

Together with our customers, we are driving the world towards sustainable mobility – with cutting-edge technology, we inspire with the most innovative and reliable solutions. With our roots in South Tyrol, we are market and innovation leaders and set the future charging infrastructure standards from our locations in Bolzano/Bozen, Bergamo, Bologna, Munich and Charlotte (USA).

WHAT MAKES WORKING FOR US SPECIAL

We are excited to meet individuals who are enthusiastic about making things happen, take personal responsibility and appreciate seeing the direct results of their work in the final product. We are a fast-growing company and offer our top teams a diverse and challenging range of tasks in a respectful corporate culture. Your contributions matter, are appreciated and have a significant impact! Join us and be part of our team!