| Location | Warren, MI |
Position: Technical Service Agent, OEM Energy Home
Position Summary:
This position is a hybrid of customer support, but also half the role will be a technical documentation creator, who can develop troubleshooting material and training documents to support our customer care team.
This role will exclusively be 2nd shift- (11am-8pm EST).
Position Details:
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