Electrify America, a subsidiary of Volkswagen Group of America, is leading the implementation of the $2B Zero Emission Vehicle (ZEV) Investment Plan. Electrify America is committed to creating and facilitating a highly visible, reliable, interoperable and driver-oriented Electric Vehicle (EV) charging infrastructure network to support the increased adoption of Electric Vehicles in California and the rest of the United States. It will create the "Fueling Stations of the Future" by investing in a range of current and future charging technologies that will provide ubiquitous access to EV drivers along highways, in metro areas, at multi-unit dwellings, at workplaces and in ridesharing programs. Electrify America will also invest in initiatives to increase the awareness and education of driving electric and will support a number of strategic 'Green Cities' projects in California. Through its programs, Electrify America's investment will enable millions of Americans to discover the benefits of driving electric.
This is a senior engineering technical leadership role for a motivated individual who can drive development, implementation, and continuous improvement of Electrify America's nationwide service operations activities. This role will serve as a technical liaison between the service operations department and the technology and quality teams and manufacturers providing engineering expertise on field issue triage, root cause identification, system integration issues including communication devices, backend network, and payment systems. Candidate will spend time in both the field and lab develop engineering expertise with the charging systems including knowledge of hardware, software, systems, installation, repair, payment backend, system log file and fault code analysis, etc.
Candidate will work directly with hardware equipment vendors to develop technical training content, update service and installation manuals, review and update service & maintenance work instructions, and coordinate with hardware vendors to update pre-approved maintenance activities as required. Candidate will interface directly with charging equipment manufacturers at the Electrify America lab (center of excellence), field locations, and manufacturer locations as required to develop subject matter expertise on the deployed charging systems in the Electrify America network.
Candidate will interface with a network operation center (NOC) and provide technical leadership and training as required. Candidate will be a subject matter expert for the NOC engineering team and provide guidance and escalations as needed to technology team and charger manufacturers. Candidate will oversee external training content development and work closely with manufacturers and service partner(s) to ensure technical processes and materials are documented and deployed across the Electrify America ecosystem. A technical documentation repository will be developed and maintained to ensure consistent communication of core technical documents to all affected parties.
The selected candidate will develop relationships with suppliers and partners and must adhere and maintain those ongoing relations, liaising with partners to develop and maintain efficient strategies for measuring ongoing program success of the operations including adherence to contractual SLAs. The candidate will maintain management and budget responsibility across their area of responsibility.
Serve as technical liaison and senior engineer representing the service operations team to the technology and quality departments and charger manufacturers.
Lead development and implementation of technical training including oversight of training vendor, defining training content and prioritizing development, interfacing with manufacturers and other subject matter experts.
Manage and drive continuous improvement in the core service and maintenance processes performed by service vendor including service manuals, corrective maintenance, preventative maintenance, warranty management, and inventory management.
In coordination with training partner and technology team candidate will develop fault trees and trouble-shooting guides as applicable for the NOC and contact center teams.
Perform technical and process training as required for service vendor and internal teams.
Interface with EV charging hardware manufacturers to ensure service manuals and all associated technical documentation are updated and reflect current practices.
Maintain a documentation repository ensuring all technical documents are organized and updates communicated as needed to service partners and internal stakeholders.
Periodic onsite reviews of service practices at charging locations to evaluate service quality and solicit feedback from field technician teams on necessary process improvements.
Effectively communicate issues and progress to all stakeholders and at the supplier base to ensure the quick co-operation to resolve problems.
Support continuous improvement of operational performance by working closely with internal and external partners to strengthen the customer experience and processes.
Monitor process KPI's for core service and maintenance processes.
The candidate will maintain management and budget responsibility across their area of responsibility.
Years of Experience
Bachelor's Degree in Engineering, Business, Operations, or Project Management
Other bachelor's degree with strong, proven operations, technical, communications and project management expertise
Project management to achieve organizational objectives
Process development and improvement
Influencing and negotiation skills collaborate with cross-functional teams to influence program development, and ongoing program design and execution, based on current program metrics/analysis
Analytical and conceptual thinking using logic and reason, creative and strategic
Communication skills interpersonal, presentation and written
Research ability to gather and analyze qualitative, quantitative feedback and KPI data to assess program success
Computer proficiency skilled in the use of office and project management software
Program training support for internal and external audiences
Root Cause Analysis
Excellent verbal and writing skills
In depth and hands-on experience in managing service and maintenance (S&M) vendors including site commissioning, maintenance, corrective action, and warranty management.
Organized and effective in managing multiple vendors and programs
Partner relations / management develop partner relations, negotiate, and hold partners accountable to key metrics to improve customer experience.
Understanding complex issues and properly communicate issues to other stakeholders
Previous experience within the EV charging industry.
Knowledge and understanding of EV charging network operations
Familiarity with electric vehicle charging equipment
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Volkswagen Group Of America