EV Charger - Technical Support Engineer (Bilingual Korean/English)

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

The Opportunity:

We are searching for a skilled and motivated EV Charger Technical Support Engineer. In this role you will be responsible for technical support related to the corrective/preventive maintenance of EV charger in a specific geographic region, including but not limited to site safety, electrical/electronic system or device maintenance/repair/replacement, site field reports, and other duties as required to properly maintain and operate the site within the contractual requirements.

In this role you must be able to work independently with little to no supervision and will be required to work in the field under various conditions. Evening or weekend work is rare but may be requested for emergency response. Candidates must have a strong background in electrical maintenance and troubleshooting.

KEY RESPONSIBILITIES:

• Troubleshoot and identify issues for Tier 3 within rigorous SLA timelines
• Analyze and provide clear feedback regarding issues that arise with hardware and software
• Provide technical recommendations to internal and external teams to resolve possible network communication issues
• Provide technical support to the tech agent of LGE EV Charger Call Center.
• Provide technical support to LGE's EV Charger customer.
• Work in conjunction with NOC operators and on-site technicians to guide resolutions for hardware issues in the field
• Work closely with internal departments to ensure that any customer issue is resolved in a timely manner.
• Identify any technical blocking points or areas that require follow-up or investigation.
• Design and maintain documentation and communication processes, policies, and procedures for technical support to customers.
• Align with the teams to provide support when releasing a new product, software, or feature.
• Perform testing, troubleshooting, repairs, and upgrades/ revisions to a broad range of equipment, ranging from Level 2 EV chargers to DC Fast Chargers.
• Perform testing on equipment, including but not limited to; insulation testing (megger testing), and performance evaluations of both electronic and electrical.
• Work closely with the Planning and Scheduling team to ensure maintenance schedules are adhered to and work orders are completed accurately and on time.
• Conduct site safety assessments and identify all safety hazards on jobsite, properly generate and complete LOTO and other safety-related documentation as per OSHA and site-specific requirements.
• In field work including electrical and mechanical preventative and corrective maintenance of site equipment, site field reporting, work order completion, and other work as needed.
• Communicate with internal and external customers, as required.
• Generate professional service-specific reports using a work order system that can be presented to the customer.
• Ensure that all issues at the site are documented in the work order system and are addressed in a timely manner.
• Planned and unplanned overtime and emergency response work may be required.
• Perform training of EV charger and develop training materials.
• Occasional on-site visit to an LGE charging station

Qualifications and Requirements:

• Engineering Degree or Certified Electrician from a relevant state
• Strong understanding of DCFC charger technology and infrastructure.
• Bilingual in Korean (speaking/writing) is preferred
• 3+years' equivalent experience in servicing electrical power equipment in the commercial or utility energy field and/or formal electrical training
• Experience in ticketing systems: Service Desk, Salesforce, Jira, etc.
• Knowledge of Electric Vehicle Supply Equipment (ISO 15118, J1772, and Electric utility
• Experience of Remote tech support
• Knowledge of OSHA safety requirements including LOTO, Arc Flash, JHA/JSA, etc.
• Ability to analyze and resolve problems independently with a high level of results orientation.
• Excellent technical and non-technical verbal and written communication skills.
• Strong Microsoft Office skills
• Valid state driver's license
• Ability to lift up to 50 pounds.
• Ability to write 8D reports.

WORK ENVIRONMENT

• This role requires working in all elements, depending on job location, time of year, heat, cold, rain & snow (depending on geographic region for the role).
• Working around high voltages and currents.
• Wear personal protective equipment (PPE)
• Repetitive use of legs, arms, hands, and fingers
• Working days, nights, weekends, and overtime as required.
• Travel may be required.