Director Of Technical Operations

Ready to help build a more sustainable future through electric vehicles? Then we want to talk to you!

EV Connect believes in electricity as a fuel to help solve the challenges we face with climate change and pollution. That’s why we’ve developed the most flexible and reliable EV charging solutions on the market, giving businesses and organizations everywhere, the resources they need to service a growing number of EV drivers.

EV Connect is currently seeking a Director of Technical Operations to lead its Technical Support, Field Service and NOC Teams. The ideal candidate is a highly motivated and data driven individual who has a proven track record of leading successful support teams within e-mobility. EV Connect is scaling at an extraordinary rate and we need a strong Technical Operations leader who can growth with us!

Responsibilities:

• Manage and Lead EV Connect’s high performing technical support, field service and NOC teams.
• Achieve and exceed the KPIs assigned to your teams on a weekly, monthly, quarterly basis.
• Define, manage, and continuously improve upon the complex processes and partnerships between both internal/external stakeholders.
• Lead teams to successfully diagnose issues, determine resolution path and action in the field within the defined SLA.
• Continuously hone the support experience and process for our customers leveraging data, KPIs and learnings from the EVC NOC.
• Work with external partners to further develop mutual SLAs, review KPI data and drive increased partner performance.
• Track and report internal and external performance data on CSAT, MTTR, MTBF, Uptime, Field Service Margin and more.
• Develop and hone the existing processes and customer experience to meet KPIs at scale.

Experience:

• Required: 5+ years’ experience managing technical support and operations teams within the e-mobility industry.
• Strong technical knowledge of e-mobility software, hardware and their integration.
• Proven track record of leading teams to meet KPIs in a high-performance environment.
• Exceptional communication and leadership skills to effectively progress discussions with important internal/external stakeholders.
• Winning attitude that embodies the concept of extreme ownership.
• Ability to travel frequently to customer and partner locations.

About EV Connect:

EV Connect is on a mission to build a better planet by enabling electricity as a transportation fuel. Through its innovative and open charging platform, EV Connect simplifies the set-up, management, and optimization of charging stations with premium customer service, from installation to driver support. EV Connect guides companies of all sizes in managing networks of chargers and delivers a seamless EV charging experience that empowers drivers.

Established in 2010, EV Connect is a subsidiary of Schneider Electric which serves customers across the U.S., including GM, Avista Utilities, Love’s Travel Stops, Verizon, Marriott, Hilton, Western Digital, SCE, New York Power Authority, and numerous municipalities. Globally, EV Connect's reach extends across Europe, Australia, and Asia, removing carbon emissions from vehicles through the electrification of transportation.

Named to the 2022 Times100 List of Most Influential Companies, the Company has been a perennial member of the Inc. 5000 growth list since 2020. For more information, please visit www.evconnect.com and follow us on Twitter and LinkedIn.

EV Connect is an Equal Opportunity Employer and requires proof of eligibility to work in the U.S.