Product Concern EVSE Engineer

Ford - Trenton, NJ

Full-time - Mid Level

Trenton, NJ

Transportation Equipment Manufacturing

About the position

The Product Concern Engineering Specialist at Ford Pro is a pivotal role focused on the identification and resolution of charger-related concerns for commercial customers and Model e Dealers. This position encompasses a wide range of responsibilities, primarily dealing with Electric Vehicle Supply Equipment (EVSE), including both AC Level 2 and DC fast chargers. The specialist will collaborate with various teams within Ford Pro, including support teams, product hardware and software engineering, Supplier Technical Assistance (STA), and vehicle engineering. This role demands critical thinking skills, a strong attention to detail, and a proactive approach to problem-solving. In this role, the specialist will utilize their product knowledge, charger data, and vehicle data to support diagnostics of Ford Pro Charging equipment. They will facilitate daily diagnostic calls to review and triage complex cases, ensuring that customer concerns are addressed promptly. The specialist will monitor and support the resolution of unknown concerns, working closely with Level 1 (L1) call center support, Level 2 (L2) support, and peers to drive quicker resolution of issues. Additionally, they will collaborate with software, hardware, and other teams to develop robust diagnostic procedures that can be automated and scaled effectively. The goal is to resolve concerns based on established service level agreements, thereby providing best-in-class service to customers.

Responsibilities

• Utilize product knowledge, charger data, vehicle data, and critical thinking skills to support diagnostics of Ford Pro Charging equipment.
• Facilitate daily diagnostic calls to review and triage difficult to solve cases.
• Monitor and support the resolution of unknown concerns to quickly resolve customer concerns.
• Collaborate with L1 (call center), L2 support and peers to drive quicker concern resolution.
• Work with software, hardware, and other teams to create robust diagnostic procedures and practices that can be quickly automated and scaled.
• Resolve concerns based upon established service level agreements to provide best in class service.

Requirements

• Bachelor's degree in electrical engineering, automotive technology, computer science, mechanical, or equivalent work experience.
• 3+ years of experience in EVSE or Vehicle diagnosis with a strong technical background.
• 3+ years of experience with EVSE installations, electrical and automotive diagnostic tools, and procedures.
• 2+ years of experience with customer support and service operations, case management tools, and processes.
• Must be able to perform limited travel (20-25%) in the US and Canada.

Nice-to-haves

• Expertise in vehicle electrification and charging solutions.
• Working knowledge of various standards and protocols such as J1772, CCS, NACS/J3400, and OCPP.
• Comfortable working in a fast-paced environment on products that are part of a rapidly evolving, nascent market.
• Data-driven approach to decision making and understanding of problem-solving methods.
• Experience with Salesforce, SharePoint, Jira, or equivalent software products.
• Advanced Excel skills.
• Ability to think quickly, prioritize work, and monitor progress.
• Ability to read and interpret fault logs (Vehicle and/or software).
• Excellent written, verbal and presentation skills, with the ability to read, interpret and understand technical requirements.
• A passion for solving the unsolvable, being constantly curious, and delivering excellence.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year's Day
• Paid time off and the option to purchase additional vacation time.