Senior Manager - Mission Critical & Fleet Support

Number of employees

1600

Amsterdam, Netherlands

Posted on: 2023-05-09

Category: emobility

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Employment type:

Full time

Experience required:

Senior

Salary

Salary not provided

About the company:

Electric mobility is the smart choice. We make it the easy one, too. So easy that someone plugs into our network every 1 second. Since 2007, we’ve focused solely on building the best electric vehicle (EV) charging experience for everyone involved in the shift to electric. 

Join us in shaping the future of mobility. If you'd like to learn more about what it's like to build the new fueling network, check out our Engineering Blog: www.chargepoint.com/engineering

About Us

With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.

At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it’s like to help build the fueling network of the future - check out our Engineering Blog.

Reports To

Senior Director EU Customer Experience & Support
 
What You Will Be Doing

The Director, Mission Critical & Industrial Support will drive operational excellence with assigned staff and daily operations in the European region, provide escalated support to internal and external customers for all ChargePoint product lines. Manage multiple segments of support business to effectively align with customer needs. Handle escalated issues and interact with various groups, including Sales, Product Management, Program Management, Engineering and Channel Partners, to document and report issues and work towards resolution. This role is responsible for performance of all technical and customer onboarding support for Mission Critical customers as well as other escalated customer cases.
 
What You Will Bring to ChargePoint
  • Collaborates with EU leadership and direct reports to set performance objectives and goals.
  • Lead and develop support teams that will support escalated technical cases as well as the Bus & Truck initiatives in the EU.
  • Independent and goal-oriented in owning the customer experience for new region development
  • Partner with internal and external stakeholders to ensure support and onboarding quality.
  • Provide timely guidance, encouragement and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance.
  • Plan, communicate, delegate and monitor work assignments/special projects concerning direct reports.
  • Respond to escalated issues and interacts with various groups, including Technology, Product Management, Program Management and Sales to resolve.
  • Develop daily, weekly and monthly status reports for management and put processes into place that will ensure SLAs are met.
  • Identifies opportunities for career development, and finds creative ways to enhance skills.
  • Responsible for analyzing scheduling needs, optimizing schedules to align with customer experience objectives, and monitoring direct report schedule adherence in accordance with ChargePoint policies.
 
Requirements
  • Bachelor’s degree in a business or technology related field or equivalent combination of education and experience.
  • 10+ years’ experience in supporting customers with increasing responsibilities including management experience and leadership
  • Proven track record of driving results in both back office case-management, and direct call center management in a technical environment.
  • Demonstrated skills in leadership, negotiation, problem solving, conflict management, planning, and delegating
  • Strong negotiation and conflict resolution skills.
  • Knowledge of Microsoft Office products, familiar with Salesforce, ZenDesk CRM and case management systems.
  • Ability to multitask and prioritize projects to meet deadlines
  • Demonstrated ability to project manage international team members working on cross-functional projects
  • Excellent verbal and written communication skills and strong interpersonal/communication skills
  • Experience in the Electric Vehicle industry preferred
  • Ability for travel up to 25%

Location: Netherlands

ChargePoint is committed to fair and equitable compensation practices.

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer. 
Applicants only - Recruiting agencies do not contact.

 

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