Overview

Benefit Information:

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Staff and Management Team Members (https://www.abm.com/wp-content/uploads/2023/11/2024-Recruitment-Staff-Mgmt-11.6.23.pdf) .

Job Summary:

ABM Industries is a leading provider of eMobility technologies. We are committed to promoting sustainable transportation solutions and enhancing the electric vehicle charging customer experience.

As a EVOS Software Sales Support Engineer, you will play a crucial role in ensuring the seamless operation of our electric vehicle charging management software. You will be responsible for providing technical support to clients and internal teams, assisting with new client implementations, troubleshooting operations issues, and contributing to the overall success of our eMobility software solutions.

Key Responsibilities:

Technical Support for Field Electricians: Act as the primary technical point of contact for field electricians at the ABM call center, offering guidance and support during the installation, commissioning, maintenance, and diagnosis of charging infrastructure. Ensure effective troubleshooting and problem resolution, and contribute to the improvement of support resources for field operations.

Tier 2 Technical Support: Oversee and review all incoming tickets in the Salesforce Field Service case queue, determining the feasibility of remote resolutions for technical issues. Engage directly with asset owners to gather critical information and diagnose problems, developing actionable plans to address them. Coordinate closely with service team leaders to facilitate the dispatch of technicians, ensuring prompt and effective resolution of field issues.

Documentation for AI Training: Meticulously document all issues and resolutions encountered in the field service operations, ensuring details are accurately captured in a structured format. This documentation will be utilized to train AI chatbots, enhancing their ability to autonomously remediate similar issues in the future. Collaborate with technical teams to continuously refine and update the training datasets to improve AI performance and effectiveness.

Training Program advisor: Leverage data on frequent issues and inquiries from field operations to enhance the technician training program. Analyze patterns and gather feedback to continuously refine training content. Collaborate closely with the Learning and Development (L&D) team to integrate insights and ensure that training materials are up-to-date and effective, equipping technicians with the necessary skills to efficiently resolve common challenges and enhance service delivery.

EVSE Software Competency: Acquire comprehensive knowledge of all EVSE software systems to effectively triage and remotely resolve charger issues. This role requires a deep understanding of software functionalities and troubleshooting techniques, enabling rapid and accurate issue diagnosis and the implementation of remote fixes to minimize downtime and enhance charger reliability.

Customer Engagement Specialist: Conduct product demonstrations to potential clients and provide comprehensive software tutorials post-implementation. Ensure clients are fully equipped to utilize our products effectively, enhancing customer satisfaction and support.

Sales Support: Manage technical customer relationships, determine requirements, provide insights, and assist the sales team.

Post-Sales (operations): Oversee product sale phases, coordinate demos, and advocate for customer needs in product road mapping sessions.

Provide technical support and expertise to the sales, and operational teams as well as customers with a focus on electric vehicles, software, and electrical infrastructure.

Train the sales, operational, and client teams on EV OS software and keep them up-to-date on new features and enhancements.

Create video training with the sales and operational enablement team.

Product Implementation: Collaborate with cross-functional teams to ensure smooth implementation of the EV charging software for our clients, including coordinating with developers, testers, and stakeholders involved in the charging infrastructure.

Product Support: Provide technical support to end-users of the electric vehicle charging software, troubleshoot issues, and resolve software-related problems in a timely manner.

Product Training: Conduct training sessions to educate end-users, such as charging station operators and maintenance personnel, on the features, functionalities, and best practices of the EV charging software.

Product Enhancement: Collect and analyze user feedback to identify areas for improvement in the EV charging software and work with the development team to implement enhancements that optimize the charging experience and user satisfaction.

Qualifications:

Bachelor's degree in Computer Science, Software Engineering, or a related field.

Proven experience in software technical support and administration, specifically in the electric vehicle charging industry.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders in the electric vehicle charging industry.

Detail-oriented with exceptional organizational and time management skills to handle multiple projects and priorities simultaneously.

Solid problem-solving and troubleshooting abilities in the context of electric vehicle charging software.

Experience in conducting product training sessions or workshops

Ability to work independently and thrive in a fast-paced environment with a strong customer focus.

REQNUMBER: 80129

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.