About Us

ChargerHelp! Inc is a California, USA-based technology company that has developed a mobile application and web-based platform for on-demand repair of electric vehicle charging stations. We are committed to professional and workforce development, diversity and inclusion, leveraging technology to remove barriers, and enabling economic mobility in underserved communities. We have a social responsibility to reduce our carbon footprint and lower greenhouse emissions.

ChargerHelp! is a driving force in the Cleantech space, executing a forward thinking, progressive approach to workforce development and EVSE field service. We develop the technology and provide the education and training to support growing demands and evolving trends in the electrical vehicle industry.

Role Overview

We’re seeking a Reliability Coordinator to manage real-time issue response, dispatch coordination, and technical troubleshooting across our customers’ EV charging portfolios.

This role is more than dispatch. The Reliability Coordinator helps determine what is happening, what information is missing, who needs to act next, and how to move complex issues toward resolution. You will work across Zendesk, work orders, CSMS/OCPP data, customer communications, OEM guidance, internal notes, and EMPWR to coordinate service and support reliable charger operations.

The ideal candidate is detail-oriented, technically curious, comfortable working through ambiguity, and able to translate fragmented information into clear next steps for technicians, electricians, OEMs, partners, and customers.

What You’ll Do

Coordinate real-time response to EV charging station issues across assigned customer portfolios
Dispatch ChargerHelp technicians and third-party service partners with clear, actionable instructions
Review Zendesk tickets, customer communications, work orders, CSMS/OCPP data, internal notes, photos, and OEM guidance to understand reported issues
Help determine whether issues appear related to hardware, software, network Develop working knowledge of how issues present across hardware, software, network connectivity, configuration, electrical conditions, vehicle-side behavior, and customer process.
Serve as the human in the loop when reviewing what EMPWR surfaces, applying your own judgment to identify what's still missing including logs, photos, fault codes, work order notes, CSMS data, or OEM documentation before a wasted dispatch occurs
Manage work orders from creation through completion, ensuring accurate documentation, SLA adherence, and clear closeout notes
Serve as an operational point of contact for assigned customer accounts
Communicate site status, delays, maintenance windows, next steps, and resolution updates to customers and internal teams
Coordinate with OEMs, CSMS providers, technicians, customers
Be the human in the loop on service intelligence. Review completed work orders and tickets to spot recurring failure patterns, workflow gaps, and opportunities to eliminate unnecessary truck rolls
Prepare customer reports, QBR inputs, and operational summaries using EMPWR and related systems
Support customer onboarding and periodic account check-ins
Contribute feedback to improve EMPWR workflows, diagnostic tools, service playbooks, and reliability processes

What You Bring

Hands-on experience in dispatching, field service coordination, technical support, real-time operations in EV charging infrastructure or similar energy distribution assets
Strong problem-solving skills and the ability to work through unclear, incomplete, or conflicting information
Technical curiosity and persistence; you leverage EMPWR to its fullest, and when the system raises a question you cannot answer, you go find it through fault codes, manuals, prior tickets, and partner guidance
Ability to distinguish verified facts from assumptions, reported symptoms, and unresolved questions
Comfort working with operational software, dashboards, spreadsheets, ticketing systems, exported data, and internal platforms
Ability to translate complex or incomplete technical information into clear instructions for technicians, electricians, OEMs, partners, and customers
Strong written and verbal communication skills
Strong attention to detail and disciplined documentation habits
Customer-first mindset with the ability to communicate calmly and clearly during escalations
Comfort working in a fast-paced, evolving environment where processes may still be developing
Ability to leverage data and performance metrics to drive informed operational decisions
Familiarity with EV charging hardware, EVSE operations, OCPP, CSMS platforms, Zendesk, Slack, or field service tools is strongly preferred

Success Looks Like

Technicians are dispatched with clear instructions, the right context, and the right tools
Work orders are complete, accurate, and useful for future troubleshooting
Customers receive timely, clear, and credible updates
Repeat issues are identified and escalated before they become larger problems
Ambiguous charger failures are moved toward resolution through structured investigation
The team reduces unnecessary truck rolls by improving diagnosis before dispatch
EMPWR becomes more accurate through better documentation, data capture, and coordinator feedback
Internal teams have better visibility into recurring issues, customer risks, and service gaps

This Role Is a Fit If You

Like solving operational puzzles
Are comfortable digging through messy information to find the signal
Do not stop at “the ticket says it is broken”
Can ask better questions when the root cause is unclear
Care about documentation because you know future troubleshooting depends on it
Can coordinate calmly across customers, technicians, OEMs, software partners, and internal teams
Are interested in EV charging infrastructure, reliability, and the future of field service

Why This Role Matters

EV charging reliability is not always straightforward. Issues often require pulling together customer reports, software data, field notes, OEM guidance, and historical service records to determine the right next step. The Reliability Coordinator plays a critical role in helping ChargerHelp turn fragmented information into clear action, better service outcomes, and more reliable charging experiences for customers and drivers.

Details

Type: Full-Time
Location: Remote
Reports To: Principal RaaS Coordinator
Compensation: $75,000 - $90,000

Required Qualifications

Experience in dispatch, field service coordination, technical support, operations, or a related role
Strong written communication and documentation skills
Ability to manage multiple active issues, prioritize effectively, and follow through to resolution
Comfort working in a remote, fast-paced, customer-facing environment
Familiarity with EV charging hardware, EVSE operations, or OCPP

Experience in EV charging, energy, utilities, field service, hardware support, or technical operations
Familiarity with CSMS/OCPP platforms, charger monitoring tools, or fleet operations platforms
Experience using Zendesk, Slack, Grafana, Google Workspace, Microsoft Office, Zoom, Monday.com, or similar tools
Experience coordinating technicians, electricians, OEMs, or third-party service partners
Experience reviewing logs, exported CSVs, technical documentation, or diagnostic reports
Comfort working with early-stage or rapidly evolving operational processes

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