Contract - NOC Escalation Specialist

Electrify America is committed to revolutionizing the way people charge. As the country's largest open DC fast charging network, Electrify America is actively contributing to electrifying mobility today and building a more sustainable future. At Electrify America, we value innovation, collaboration, and a commitment to sustainability. We strive to establish a diverse and inclusive workplace where employees can develop personally and professionally. As a team member at this rapidly growing company, you can work on state-of-the-art technology and join a team making a significant impact in the world. If you're interested in joining a dynamic, innovative company, Electrify America is a place where you can learn, grow, and make a difference! Brief Role Description This NOC Escalation Specialist is a tier II technical support role for Hardware, Software and Quality issues on the Electrify America EV charging network. The role will work closely with internal and external teams, such as Charger Manufacturers, OEMs, and Service Providers. Daily tasks are heavily centered on OEM & Media escalation management, network performance monitoring, and incident response. Core KPI’s include charger availability and performance. Possible Tasks within this Role Essential Functions • Candidate will engage in reviewing and providing technical analysis of asset issues related to hardware and software, hardware vendor integration issues, and network transaction issues determining next steps to resolve the issues • Provide analysis using a proprietary network dashboard with charger status, faults and error codes, and log files as well as manufacturer proprietary interfaces based on equipment type • As required, candidate will open asset cases with manufacturers and determine next steps for issue resolution • To resolve a hardware issue in the field, the candidate will create and manage work orders with the maintenance vendor and coordinate analysis and repair instructions provided by the manufacturer • Candidate will determine final root cause and update asset case with findings prior to closing out cases • Other maintenance operations tasks, such as including warranty claim documentation, maintenance invoicing support, parts management, etc. • Work alongside internal departments such as Marketing, Social Media and OEM’s to respond to escalation requests • Perform detailed session analysis of OEM test sessions determining failure points and vehicle unique characteristics. • Analyze drive routes to provide thorough review and recommendations along with opening any cases on pending issues and following through to resolution • Network and Site level monitoring via data parsing and analysis to identify and escalate systemic issues or trends. • Work to improve current processes with internal and external teams to include identifying lapses in processes, knowledge sharing, monitoring, and reporting. Qualification requirements • 4-year degree in Technology, IT, Science or Engineering or equivalent experience • Ability to work varied shifts from Monday through Sunday with overtime based on business needs • Strong technical problem-solving skills and root cause analysis related to integrated hardware and software systems • Demonstrated proficiency in software systems including ability to quickly learn and navigate a proprietary network management system • Intermediate knowledge of electrical devices and electronics • Knowledge of IT networking environment and computer systems • Analysis skills including ability to analyze data, trend analysis, basic statistical analysis, etc. • Attention to detail and ability to capture technical information in systems accurately and repeatedly • Knowledge of various OEMs technical requirements • Ability to prepare and present technical reports including summary of data and analysis as required. • Communication skills – excellent interpersonal, presentation and written • Computer proficiency – strong computer skills including data analysis and intermediate to advanced M.S. Excel • Presentation skills – ability to create and present via M.S. PowerPoint Electrify America, LLC is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws. This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security. This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing. Electrify America endeavors to make www.electrifyamerica.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at careers@electrifyamerica.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.