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Ford Pro Charging Technical Support Specialist at Ford Motor Company

Remote:

Full Remote

Contract:

Full time

Work from:

United Kingdom

Offer summary

Qualifications:

Qualified electrician with City and Guilds2391-52 Certification and BS: 7671 knowledge., Strong analytical skills to troubleshoot and fix electrical issues promptly., Proficient in using standard Office tools and collaboration software., Excellent communication abilities, willingness to travel internationally, and multilanguage skills are a plus..

Key responsabilities:

Diagnose and escalate charger hardware and software problems as needed.
Create detailed reports on EVSE failures, engage with internal engineering teams for diagnostics.
Meet SLAs, reproduce issues to develop solutions, and provide on-call assistance.
Collaborate with developers, QA engineers, and obtain customer feedback for application improvement

Ford Motor Company XLarge https://corporate.ford.com/

10001 Employees

See more Ford Motor Company offers

Job description

Job Description

Reporting to the Europe Quality Lead, Ford Pro, the Ford Pro Charging Technical Support Specialist (L2) is to action and resolve technical issues impacting Ford Pro Charging and Intelligence solutions impacting customer’s ability to successful use the solution to optimize business and fleet needs. You will be responsible to triage and identify root technical issue with defined SLAs and work with engineering, field, or vendors to efficiently resolve customer impacting issues.

We’re looking for talented individuals to join the Ford Pro team and play an integral role in delivering a seamless customer experience across Ford Pro European Markets.

You’ll be part of a growing organization on a mission to create a one-stop shop to help our customers increase uptime and productivity, while reducing complexity and cost of ownership. When you join the Ford Pro team discover all the benefits, rewards and development opportunities you’d expect from a diverse global leader. You’ll become part of a team that is already leading the way, with ingenious solutions and attainable products - and it is always ready to go further. **

Responsibilities**

Key Responsibilities

Work with Level 1 customer support team in diagnosing customer charger hardware and software issues
Escalate to Level 3 engineering or Hardware OEMs as necessary while ensuring appropriate follow-up SLAs are met
Log bugs in Jira and follow-up/escalate as required
Work within customer SLAs to ensure timely response and solutions are presented and updated
Work closely with other members of the Customer Experience team to ensure world-class customer service is consistently delivered
Reproduce issues in-house with aim to develop work-arounds and solutions
Be willing to jump onto a customer call to walk them through and distill a more complex issue into digestible and understandable solutions.
Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts etc.
Provides information by collecting, analyzing, and summarizing development and service issues
Collaborate with distributed team of developers and QA engineers
Analyze and improve application performance, reliability, availability, scalability
Customer facing role revolving around 10 (+) European markets potentially involving international travel to any of these markets at short notice.
Provide technical support to customers who have experienced temporary failure of Electric Vehicle Supply Equipment (EVSE)Key Responsibilities
Fault find and rectify in-field failures of EVSE in a timely manner.
Ability to understand proprietary software and its role in the EVSE chain.
Setting and managing customer expectations from the onset and throughout the fault rectification process.
Ability to record detailed issues found for dissection by other members of the team.
Liaise and engage with internal engineering teams based in North America and India to diagnose faults.
Provide comprehensive site reports detailing problems faced and solutions implemented.
Ability to generate concise reports summarising issues found for senior management and other stakeholders.

Requirements

Qualifications

Bachelor’s degree
Qualified electrician preferably with UK qualifications. City and Guilds2391-52 Inspection and Testing Certification.
Working knowledge of BS: 7671 18th Edition Wiring Regulations especially Section 722.
Strong analytical skills which allow faults to be diagnosedand rectified quickly.
Experience workingwith standard Officetools (Outlook, Excel,Word etc.)
Experience workingwith collaboration tools and IT ticketing systemssuch as Sharepoint and JIRA.
Excellent communication skills both verbaland written.
Ability to travel internationally at short notice.
Multilanguage in asset (French, German, Italian etc)

Preferred:

Experience in the E-Mobility industry with previous experience working on EV charging infrastructure.
Experience with electrical installations in other European regions.
Experience with electrical regulations in other European regions.
Experience working in a start-up environment.

_Ford is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability.