Reliability Coordinator

About Us

ChargerHelp! Inc is a California, USA-based technology company that has developed a mobile application and web-based platform for on-demand repair of electric vehicle charging stations. We are committed to professional and workforce development, diversity and inclusion, leveraging technology to remove barriers, and enabling economic mobility in underserved communities. We have a social responsibility to reduce our carbon footprint and lower greenhouse emissions.

ChargerHelp! is a driving force in the Cleantech space, executing a forward thinking, progressive approach to workforce development and EVSE field service. We develop the technology and provide the education and training to support growing demands and evolving trends in the electrical vehicle industry.

Role Overview

We’re seeking a Reliability Coordinator to own real-time dispatching, issue response, and field-service coordination across our customers’ EV charging portfolios. You will assign technicians, manage 3rd-party service partners, track SLA performance, and ensure customers receive timely, high-quality service. This role is central to driving reliability, transparency, and operational excellence. The ideal candidate leverages data-driven insights to inform operational decisions; prior experience required. Familiarity with Grafana (preferred), as well as Zendesk and Slack, is a plus.

What You’ll Do

• Dispatch technicians and 3rd party service partners to active work orders, ensuring timely assignment and clear instructions

• Monitor EV charging site performance and proactively flag maintenance issues

• Serve as the primary operational point of contact for assigned customer accounts

• Manage work orders from creation through completion - ensuring accurate documentation and SLA adherence

• Communicate site status, delays, maintenance windows, and updates to customers and internal teams

• Support customer onboarding and periodic account check-ins

• Contribute field-level insights to customer QBRs and internal reporting

• Analyze completed work orders to identify trends, recurring issues, or workflow gaps

• Prepare regular customer reports and maintain data accuracy in ChargerHelp EMPWR platform

• Collaborate with Product and Engineering teams to improve tools and drive process optimization

What You Bring

• Hands-on experience in dispatching, field service coordination, or real-time operations

• Strong analytical and problem-solving skills with the ability to assess issues quickly

• Excellent written and verbal communication

• Strong attention to detail and disciplined documentation habits

• A passion for customer experience and operational reliability

• Comfort working in fast-paced or early-stage environments

• Ability to leverage data and performance metrics to drive informed decision-making and optimize operations; prior experience required. Familiarity with OCPP (Open Charge Point Protocol) and tools such as Grafana, Zendesk, and Slack is a plus.

• Familiarity with tools like Google Workspace, MS Office, Zoom, and Monday.com

• Experience with EV charging hardware, EVSE operations, or OCPP

Details

• Type: Full-Time

• Location: Remote

• Reports To: Service Delivery Manager

• Compensation: $60,000 - $70,000

Requirements

• Required: Experience with EV charging hardware, EVSE operations, or OCPP