Reliability Coordinator

Charger Help is a tech company solving EV charging’s biggest challenge: uptime.

At the core is EMPWR™, our platform built to streamline diagnostics, dispatch, and performance tracking across every OEM. For teams that want full-service support, RaaS pairs EMPWR with expert field ops to deliver faster fixes and lower costs. We’re building the infrastructure EV adoption depends on - one connected, operational charger at a time.

We’re seeking a Reliability Coordinator to manage real-time issue response, dispatch coordination, and technical troubleshooting across our customers’ EV charging portfolios.

This role is more than dispatch. The Reliability Coordinator helps determine what is happening, what information is missing, who needs to act next, and how to move complex issues toward resolution. You will work across Zendesk, work orders, CSMS/OCPP data, customer communications, OEM guidance, internal notes, and EMPWR to coordinate service and support reliable charger operations.

The ideal candidate is detail-oriented, technically curious, comfortable working through ambiguity, and able to translate fragmented information into clear next steps for technicians, electricians, OEMs, partners, and customers.

• Coordinate real-time response to EV charging station issues across assigned customer portfolios
• Dispatch Charger Help technicians and third-party service partners with clear, actionable instructions
• Review Zendesk tickets, customer communications, work orders, CSMS/OCPP data, internal notes, photos, and OEM guidance to understand reported issues
• Help determine whether issues appear related to hardware, software, network, and develop working knowledge of how issues present across hardware, software, network connectivity, configuration, electrical conditions, vehicle-side behavior, and customer process.
• Serve as the human in the loop when reviewing what EMPWR surfaces, applying your own judgment to identify what's still missing including logs, photos, fault codes, work order notes, CSMS data, or OEM documentation before a wasted dispatch occurs
• Manage work orders from creation through completion, ensuring accurate documentation, SLA adherence, and clear closeout notes
• Serve as an operational point of contact for assigned customer accounts
• Communicate site status, delays, maintenance windows, next steps, and resolution updates to customers and internal teams
• Coordinate with OEMs, CSMS providers, technicians, customers
• Be the human in the loop on service intelligence. Review completed work orders and tickets to spot recurring failure patterns, workflow gaps, and opportunities to eliminate unnecessary truck rolls
• Prepare customer reports, Q  inputs, and operational summaries using EMPWR and related systems
• Support customer onboarding and periodic account check-ins
• Contribute feedback to improve EMPWR workflows, diagnostic tools, service playbooks, and reliability processes

• Hands‑on experience in dispatching, field service coordination, technical support, real‑time operations in EV charging infrastructure or similar energy distribution assets
• Strong problem‑solving skills and the ability to work through unclear, incomplete, or conflicting information
• Technical curiosity and persistence; you leverage EMPWR to its fullest, and when the system raises a question you cannot answer, you go find it through fault codes, manuals, prior tickets, and partner guidance
• Ability to distinguish verified facts from assumptions, reported symptoms, and unresolved questions
• Comfort working with operational software, dashboards, spreadsheets, ticketing systems, exported data, and internal platforms
• Ability to translate complex or incomplete technical information into clear instructions for technicians, electricians, OEMs, partners, and customers
• Strong written and verbal communication skills
• Strong attention to detail and disciplined documentation habits
• Customer‑first mindset with the ability to communicate calmly and clearly during escalations
• Comfort working in a fast‑paced, evolving environment where processes may still be developing
• Ability to leverage data and performance metrics to drive informed…