Short Description

This position is Fully On-site in Asburn, VA.

Brief Role Description

The Technical Field Service Mgr serves as a primary technical resource for manufacturer equipment deployed across the Electrify America network. The role provides advanced technical support for charger dispensers, power cabinets, charging cables/connectors, controls, communications, and associated electrical equipment, partnering directly with equipment manufacturers, Engineering, Operations, the Network Operations Center (NOC), field service personnel, and service vendors to diagnose failures and develop corrective actions.

The role serves as a technical liaison between Electrify America and its equipment manufacturers, ensuring OEM troubleshooting procedures, technical requirements, service bulletins, firmware and hardware updates, known equipment issues, and corrective actions are understood and effectively implemented across field operations. The Technical Field Service Mgr performs deep technical investigations, reviews field findings and diagnostic data, and translates manufacturer guidance into clear, actionable direction for internal and external teams.

In addition, the Technical Field Service Mgr analyzes recurring equipment failures and field data to identify trends, supports root cause investigations, drives manufacturer corrective actions, and develops technical guidance that enables field teams to diagnose and resolve equipment issues more efficiently. The role supports PRT and other operational escalations when manufacturer equipment expertise is required while maintaining applicable safety, documentation, and technical standards.

Possible Tasks within this Role

Manufacturer Equipment Technical Support & OEM Management (35%)
• Serve as a primary technical liaison between Electrify America and equipment manufacturers for charger, dispenser, power cabinet, cable/connector, controls, communications, and related equipment issues.
• Review and communicate manufacturer service bulletins, technical advisories, firmware/hardware updates, known issues, and approved repair procedures.
• Partner with OEM technical teams to validate troubleshooting steps, repair requirements, equipment limitations, and field corrective actions.
• Maintain visibility into manufacturer-specific issues and ensure relevant information is communicated to NOC, Engineering, field service teams, vendors, Commissioning, and Power Restoration Team.

Equipment Troubleshooting, Failure Analysis & Root Cause Analysis (25%)
• Perform deep dives into equipment faults, alarms, error codes, logs, test results, and field findings to determine likely failure modes and corrective actions.
• Support root cause investigations for recurring or high-impact equipment failures and coordinate with OEMs and Engineering when additional analysis is required.
• Identify equipment failure trends across manufacturers, models, components, firmware versions, and field conditions and escalate systemic concerns.
• Validate technical scopes of work and repair strategies before field deployment for complex manufacturer-equipment issues.
• Translate technical findings into actionable troubleshooting and repair guidance for Operations and field teams.

Field Technical Support & Escalation (20%)

• Provide advanced remote and on-site technical support for complex equipment issues that cannot be resolved through standard troubleshooting procedures.
• Support PRT, NOC, Commissioning, and corrective-maintenance escalations when manufacturer equipment expertise is required.
• Determine the appropriate technical resource for escalation, including OEM support, Engineering, specialized vendors, or qualified field service personnel.
• Review Field Service Reports, diagnostic results, photos, and supporting documentation for technical completeness and request additional information when needed.
• Support safe equipment isolation, repair, testing, and return-to-service activities in accordance with approved manufacturer and company procedures.

Technical Documentation, Training & Knowledge Management (10%)

• Develop and maintain manufacturer-specific troubleshooting guides, known-issue documentation, repair guidance, escalation paths, and lessons learned.
• Convert OEM technical information into practical field and NOC guidance that supports consistent troubleshooting and first-time resolution.
• Support technical training and knowledge-transfer sessions for FSEs, NOC personnel, service vendors, and other operational teams.
• Ensure internal systems and technical records reflect current approved manufacturer information and corrective actions.

Warranty, Parts & Corrective Action Coordination (10%)

• Partner with manufacturers and parts teams to identify required components, approved substitutions, repair kits, and material availability for equipment-related corrective work.
• Support manufacturer campaigns, field modifications, hardware/firmware corrective actions, and recurring-failure remediation programs.
• Provide technical input on vendor quotes and scopes when manufacturer-specific repair requirements affect labor, parts, tooling, or field execution.

Qualification requirements

Years of Relevant Experience:

• 5+ years of relevant experience

Education - Required:

• Bachelor's Degree in Electrical Engineering (BSEE)

Education - Desired:

• BSEE+ Master Electrician \ Journeyman License with equivalent relevant experience

Skills:

• Manufacturer Equipment Expertise - working knowledge of DC fast-charging equipment, including dispensers, power cabinets, charging cables/connectors, controls, communications, and associated electrical systems.
• OEM Technical Support & Escalation - partner directly with equipment manufacturers to troubleshoot complex equipment failures, escalate unresolved issues, and drive corrective actions through resolution.
• Troubleshooting & Root Cause Analysis - analyze alarms, error codes, logs, test results, and field findings to isolate equipment failures and identify recurring hardware, firmware, or component issues.
• Technical Communication - translate OEM procedures, service bulletins, technical findings, and engineering requirements into clear direction for NOC teams, field personnel, vendors, and leadership.
• Field Support & Decision-Making - provide technical guidance during complex corrective work and determine when issues require OEM, Engineering, specialized vendor, or field escalation.
• Warranty & Corrective Action Support - identify potential warranty conditions, support warranty recovery, and coordinate manufacturer repair, replacement, parts, and corrective-action requirements.
• Technical Documentation & Knowledge Management - develop and maintain troubleshooting guidance, known-issue documentation, repair procedures, and lessons learned to improve first-time resolution.

Specialized Skills - Required:

• Deep technical understanding of EV charging equipment and associated electrical systems, including dispensers, power cabinets, charging cables/connectors, controls, communications, and power-path components.
• Experience troubleshooting multi-manufacturer equipment using alarms, error codes, logs, diagnostic tools, electrical test results, and manufacturer service documentation.
• Ability to interpret OEM manuals, wiring diagrams, service bulletins, technical specifications, firmware/hardware requirements, and approved repair procedures.
• Working knowledge of electrical theory, single-line diagrams (SLDs), electrical testing, safe work practices, and equipment isolation requirements.

Specialized Skills - Desired:

• Lockout/Tagout knowledge in accordance with OSHA 29 CFR 1910.147; NFPA 70E compliance; and applicable NEC requirements Prior experience supporting DC fast-charging equipment manufacturers or multi-OEM EV charging networks.
• OEM technical training or certifications for charging equipment deployed within the network.
• OSHA 30 and NFPA 70E in good standing.
• Experience with manufacturer warranty processes, failure analysis, firmware/hardware campaigns, and field corrective actions.

Work Flexibility

• Travel is required as needed to support team initiatives, resolve critical business issues, and perform essential job responsibilities in person.
• Ability and willingness to travel approximately ~20% of the time is required.
• Must be available to work outside of normal business hours when necessary to support business operations, address urgent matters, or meet critical deadlines.

Salary range is dependent on factors such as geographical differentials, industry-based experience, skills, training, credentials, and other qualifications.

In the state of Virginia, the salary range is $91,700 - $128,400.

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Job ID: 30178

Company: Electrify America, LLC

Location: