Senior Deployment Specialist

Reports To

Activation Support Supervisor

What You Will Be Doing

The Senior Deployment Specialist plays a critical role in ensuring a seamless experience for new and returning station owners—from initial onboarding through the successful activation and configuration of ChargePoint networked charging stations. This position demands a highly organized, proactive professional with strong technical aptitude and genuine enthusiasm for the EV industry.

What You Will Bring to ChargePoint

Deployment & Activation

• Own the end-to-end troubleshooting and technical support process for stations that fail to connect, guiding each unit through activation to working status.
• Diagnose and resolve complex activation failures involving cellular connectivity, site-level issues, and hardware defects.
• Coordinate with field technicians, Sales, and Deployment teams to clear punch-list items and escalate persistent hardware defects through engineering tickets.

Customer Support & Escalation Management

• Manage all customer escalations via email and phone, delivering prompt, effective resolutions to inquiries and concerns.
• Provide direct phone support during peak call volumes, ensuring station owners receive immediate assistance.
• Proactively communicate station updates and status changes to customers using Salesforce.

Equipment & Logistics

• Process Dispatch requests for malfunctioning stations post-activation, coordinating replacements and repairs to maintain uptime while still adhering to company policies.
• Oversee dispatch requests for parts replacement, ensuring timely and accurate delivery of required components.

Documentation & Collaboration

• Maintain accurate records of customer interactions, technical support activities, and equipment maintenance for full visibility and accountability.
• Collaborate cross-functionally to streamline the deployment process and resolve technical issues efficiently.
• Lead and contribute to special projects, including partner collaborations and new product rollout tracking, to drive continuous improvement.

Requirements

• Minimum of 3 - 5 years of hands-on experience in technical support, deployment, or field service operations—preferably within the EV charging or alternative energy industry.
• Associate's degree or vocational/technical diploma in automotive or electrical technology is accepted when paired with 3–5 years of relevant field experience.
• Exceptional verbal and written communication skills.
• Proficiency with technical troubleshooting methodologies and software tools.
• Strong organizational skills with meticulous attention to detail.
• Demonstrated analytical ability—able to evaluate, assess, and resolve complex issues effectively.
• Effective time management with the ability to prioritize competing demands.
• Willingness to learn and apply new technical knowledge in a fast-evolving environment.
• Solid understanding of cellular connectivity protocols, carrier SIM provisioning, and signal strength verification
• Familiarity with commercial AC and DC fast charging hardware systems (highly preferred).

Location

Remote - North America