Warren, MI, US
This role will exclusively be 2nd shift- (11am-8pm EST).
Please withdraw any candidates that cannot work this shift. Position: Technical Service Agent, OEM Energy Home OEM's Energy team was launched in 2021 and is rapidly growing. OEM Energy products and solutions include energy infrastructure assets (such as energy storage and integrated charging systems), vehicle to grid capabilities, and software platforms needed to operate and aggregate these assets on the grid. OEM Energy offers a comprehensive EV charging ecosystem from uni-directional chargers to energy storage systems. This team envisions a world with no grid outages, fully renewable energy, and decentralized energy resources. OEM's resources, reach, and all-EV future can deliver that future. This disruption is backed by the bold OEM vision of zero crashes, zero emissions and zero congestion.
Summary of Responsibilities
Technical service agent, OEMM Energy Home will be responsible for handling technical diagnostic and remote troubleshooting customer calls of OEM Energy Home charging equipment to support with customer care cases and other adjacencies. This position reports to the OEM Energy Customer Support Ops Lead.
Key Responsibilities
Technical diagnosis and troubleshooting
- Navigate available tools to perform remote diagnosis & troubleshooting
- Provide resolution guidance for site visits to other parties
- Ensure high customer satisfaction during issue resolution
- Case Management
- Create/update cases in Salesforce
- Work with logistics for parts ordering/return
- Serve as lead for technical escalations from service partners, non-technical advisors and others
- Provide training as subject matter expert on technical details
- Provide flow related insights/feedback to improve efficiency and customer satisfaction
- Warranty/RMA/Out of Warranty
In conjunction to general case management responsibilities:
- Determine warranty status & manage claims
- Reconcile at month end for claims made with logistics, if required
- Warm transfers/ service tech scheduling, if required
- Training
- Train other agents as required
- Support creation of training materials based on experience
Required Skills / Experience / Education
- Evidence of safety-first attitude
- IT and wi-fi troubleshooting skillset
- 3 years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred
- Minimum 2 years of experience in a call center/customer facing environment
- Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
- The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
- Adept oral and written communication skills that involve understanding the customer; getting the message across; presenting information effectively; and communicating openly
- High level of interpersonal skills to work effectively with others
- Computer skills to develop, maintain, and analyze data
- Demonstrated ability to learn new technologies and processes, and adapt to change
- Ability to innovate, solve complex issues, and present new ideas
- Excellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
- Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
- High level of analytical ability where problems are unusual, difficult, or complex
- Ability to lead problem solving activities and manage resolution targets
- Associate/Trade degree in related space and four years of equivalent experience (electrical)
- Valid driver's license