Senior Process Engineering Manager, Technical Support

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. 

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

Vice President – Primary Technical Assistance Center (PTAC)

What You Will Be Doing

• Creating and maintaining Standard Operating Procedure (SOPs) and process documents related to primary TAC functions
• Creating Process awareness through relevant communication modes to ensure that the entire workforce is up to date on the process changes that are happening in the Primary TAC
•  Identifying processes for the continuous improvement of the customer experience
• Recommend and execute implementation of key Tools that reduce redundancy in the system and eliminate human errors thereby increasing Quality of Support and reducing customer/ support personal effort to resolve customer issues
• Analyze the overall performance of the Primary TAC workforce in terms of CSAT, cost, quality and delivery of service and suggest improvement plans
• Ensure our support personnel Tool Issues are addressed in a timely manner through cross-functional collaboration.
•  Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.
• Participate in workforce planning and budgeting activities in coordination with internal teams along with the VP of PTAC
• Recommending process and other required metrics in order to proactively manage changes to how we conduct business and support customers
• Participate in process reviews in order to identify improvement opportunities, improve efficiency and reduce risk

What You Will Bring to ChargePoint

• Tenacious commitment to customer-focused support
• Comfort with making complex decisions and excited by "thinking outside the box"
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
• Process and people management skills
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict while dealing with various teams or departments.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Requirements

• 15+ years of relevant work experience in a Technical Support Environment
• Bachelor’s degree or equivalent
• Willing to work in night shifts ( EST/PST Time zone)
• Executed Process and Tool changes impacting an entire support organization
• Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM, Communications or telephony systems experience
• Demonstrated ability to project manage international and cross-functional projects
• Must have worked in at least two or more cross functional departments within Technical Support organization
• Demonstrated skills in leadership, problem solving, conflict management, planning, and delegating
• Proven strong analytical, process, and project management skills
• Excellent verbal and written communication skills and strong interpersonal/communication skills

• Experiences desired:

  • Experience dealing with large-scale, technologically complex accounts which are constantly challenging product capabilities
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
  • Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM, Communications or telephony systems experience
  • Contingent Workforce Management

Location

Remote – India

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.