Customer Support Technician

As Customer Support Technician, you will be responsible for delivering service and support to charging infrastructure in the field or remotely, based at our headquarters of Sint Genius Rhodes.

You will manage all on-site and/or remote audit, installation, repair, maintenance, troubleshooting and testing of charging equipment in the field as required.

You will perform diagnostics on technical problems and determine proper solutions.

You will be the Powerdale’ s technical ambassador with partners and installers by providing cutting edge technical support and be responsible for training the installers to ensure proper installation of Powerdale charging equipment.

Also, you will provide and keep up to date technical material such as installation manuals and training documentation and assess required product knowledge is met within our installers’ base.

You will keep up to date with new products and features to ensure required documentation is up to date and their deployment to partners and participate to field testing of new equipment to validate and test according to protocol in place.

Your objective is to ensure charging point availability, enhance user experience and satisfaction.

Role and Responsibilities:

  • Technical support to users and partners in the operation of their charging infrastructure, equipment

  • Ensure the reliable operation of charging infrastructure both residential and commercial

  • Perform site interventions

  • Manage on-site audit, installation, commissioning, troubleshooting, repair, maintenance, and test of charging points

  • Responsible for diagnosis of technical problems, analysis of root cause issues, determining and implementing proper solutions with the support of the development team if required

  • Report field issues to product management

  • Produce timely and detailed service reports

  • Log timesheet in ERP system

  • Responsible for training of partners and installers to ensure proper installation of Powerdale charging equipment. This training covers installation, commissioning, and troubleshooting

  • Document, update product FAQ and procedures for communication to partners

  • Ability to move in a fast-paced environment

  • Cooperate with the technical team and share information across the organization to solve technical issues

  • Comprehend customer requirements and make appropriate recommendations

  • Build positive relationships with customers

What do we expect from you?

  • Proven Field Service experience (3 years minimum)

  • Degree in electricity and/or electronics

  • Ability to troubleshoot, test, repair, and service technical equipment

  • Ability to work with flexibility and to adapt to changing work schedules

  • Writing skills to document interventions, procedures, support users. Familiarity with electro-mobility environment, smartphone application is a plus

  • Knowledge about communication protocols and willingness to learn specific product development IT applications (linux…)

  • IT knowledge: Microsoft office, a plus with JIRA and Odoo

  • Technical degree or certification in electricity and/or electronic

  • Languages required: NL, FR is a plus (oral and written)

Preferred Skills:

  • Communication & collaboration with partners, installer, drivers

  • Teamwork

  • Willing to learn & share knowledge

  • Willing to analyze issues thoroughly to determine the root cause

  • Never give up

Wanted experience

one to three years of experience

What do we offer you?

You will receive a full time contract with a salary package that matches your experience + extra-legal benefits.

 As a growth company in a new industry, we give you the opportunity for self-development.

You will find yourself in an informal and innovative environment where initiative is welcomed with open arms! It will by no means be boring.

 Are you ready to work in this growing organization? Apply now!

Apply now