Service Director - US/Durham, NC

We at Kempower Empower the EV Evolution and create a Cleaner and more silent environment for us all. We inspire our audiences to join the electric movement. Want to plug in and be the change?

Whether it's our perspective, the way we work together or the impact on the climate - we make it positive. We are people with a can-do attitude. We help each other and voice our opinions, independent of our job descriptions or titles. We come from over 40 nationalities all over the world and keep on looking for other continents as we go.

The EV market is constantly evolving, and so are we. We are searching for learners, doers and problem solvers from many different backgrounds.

We love learning, taking care of each other, and having fun with each other.

The future is electric – get ready to join the current! This is just the beginning.

ABOUT THE ROLE

As a Service Director, you will:

• Team Management: 
  • Lead, motivate, and develop a high-performing team of technical support engineers and field service technicians. 
  • Set clear performance expectations, provide regular feedback, and conduct performance reviews to drive individual and team success.
  • Foster a positive and collaborative team culture that prioritizes employee engagement, satisfaction, and professional growth.
  • Implement strategies to improve team morale, reduce turnover, and create a rewarding work environment.
• Technical Support 
  • Oversee the efficient resolution of customer issues, from initial contact to final resolution, collaborating with engineering and product management teams as needed.
  • Manage troubleshooting and resolution of complex technical issues related to EV charger hardware, software, and network connectivity, using remote diagnostic tools, escalating to appropriate teams as needed. 
  • Ensure adherence to service level agreements (SLAs) by monitoring key performance indicators (KPIs) and implementing corrective actions to improve performance. 
  • Drive in-depth root cause analysis to identify and eliminate recurring issues, enhancing product reliability and customer satisfaction.
  • Establish and implement effective problem-solving techniques to resolve customer issues efficiently and minimize downtime.
  • Ensure timely and accurate response to service calls and troubleshoot a wide range of EV charger issues, including electrical, mechanical, and software problems using Jira ticketing system.
  • Provide guidance and training to the field service team on diagnosing and repairing faulty components, such as charging cables, connectors, control units, and power distribution equipment.
  • Optimize field service operations to maximize efficiency and minimize response times.
  • Implement best practices for field service documentation and reporting.
  • Build strong relationships with customers and prioritize their satisfaction.
  • Proactively identify and address customer needs, exceeding expectations.
  • Implement customer feedback and suggestions to continuously improve service delivery.
  • Foster a culture of customer-centricity throughout the service organization.

WHAT DO WE EXPECT FROM YOU?

• Bachelor’s degree in Engineering or related technical field 
• 7+ years’ experience in leading technical support and/or field service teams 
• Strong desire to coach and develop technical SMEs 
• Experience with growing aftermarket revenue and profitability, implementing customer retention/satisfaction, and growing subscription services/software.
• Experience with troubleshooting and repairing electrical systems, network connectivity, and/or software applications 
• Excellent problem-solving and analytical skills  
• Strong verbal and written communication skills  
• Willingness to travel extensively within North America to service customer sites

WHY KEMPOWER?

We believe in integrity. This means open doors and honest conversations, career development, and taking ownership of your work, no matter the title. At Kempower we grow together. And as we grow, we change, and so we find ways to make sure our job descriptions align with our interests and needs. So it's not just the product we're developing, but our people.

We support your well-being by offering comprehensive benefits including zero cost options for medical, dental, and vision, competitive 401(k), and performance bonuses!

Get to know us better at Kempower Careers!

WOULD YOU LIKE TO PLUG IN AND BE THE CHANGE?

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