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The Charging System Operation and Technical Support Lead is a technical role responsible to own, manage, maintain, and operate BorgWarner’s cloud-based infrastructure used to provide state-of-the-art service to our charging customers.

The person in this role will lead the activities of remotely operating and supporting BorgWarner’s in-field charging devices, by utilizing complex ecosystem of services and tools, to ensure operational excellence and customer satisfaction. The role is also responsible to support the engineering teams in the process of developing new charging products and services, by providing a flexible cloud-based test environment.

Key responsibilities

This role is responsible to support the following areas of charging operations:

Operation of Charging Cloud System:

• Management, operation, and maintenance of the deployed charging-related cloud-based systems (OCPP Proxy / Backend) and other supporting systems, to provide online technical support and maintenance services, to facilitate on-site technical intervention, and ultimately to ensure high customer satisfaction rate.

• Manage customer-specific CPMS-related configuration for OCPP Proxy / Backend, in collaboration with the Sales team.

• Monitor the in-field chargers using the Charging Cloud System, with the purpose to notify corresponding stakeholders to act on special situations, and periodically report on system metrics and KPIs.

• Lead the operational collaboration with the chosen Cloud Solution Provider, in order to maximize the efficiency in utilization of the platform and to address all the particular needs of our Charging Cloud System.

Testing, Integration & On-boarding of Charging HW (Chargers):

• Define and maintain optimized configuration templates associated with various Charger Models, as the basis for on-boarding chargers of various types to the Charging Cloud System.

• Support the Embedded Product Development Team with the testing of chargers' hardware and firmware, as part the OCPP-based integration between the chargers and the Charging Cloud System, using OCA OCTT tools and methodology.

• Support the partner Installer Teams with the configuration and testing of the chargers planned for commissioning at customers' locations.

• Plan and manage the configuration required for proper communication redirection between Cloud Platform Front-end (OCPP Proxy) and Back-end (OCPP-based Chargers Management System).

• Plan and manage the customer-specific configuration in all systems in the Charging Cloud Platform.

• Support the Sales Team with the preparation and operation of the end-to-end demo systems.

Customer On-line (Remote) Tech Support:

• Management, operation, and maintenance of the online Service Management System that allows customer to report issues and obtain solutions for them.

• Monitor the Service Management System to ensure rapid and efficient response to the demands from customers and partners, and periodically report on system metrics and KPIs.

• Perform triage, processing, and prioritization of customer issues, in accordance with the defined internal processes.

• Lead the communication and collaboration with the Customer Service Team and the partnered Installers and Field Service Providers intervening at customers' locations.

• Track the fulfilment of SLAs and the achievement of targeted customer satisfaction rate.

Management and Coordination Responsibilities:

• Lead and coordinate a future team of Tech Support Specialists assigned for providing online technical support to the customers and partners, while owning, operating, and maintaining the Charging Service Management System employed for that purpose.

• Drive the online communication and the collaboration with the customer and partners on charging-related technical topics.

• Be the internal point of contact for all internal stakeholders on charging-related customer-supporting technical topics.

• Be responsible for and report on the team's activity, challenges, performance, and growth, in front of Charging leadership team.

Background and Experience

• Bachelor’s degree in information systems, computer science, related field required or equivalent work experience.

• At least 6 years of technical IT work and IT project management experience, including minimum 3 years in a leading position, and preferably also including customer-facing Technical Support role.

Required Skills

• Deep understanding of the way cloud-based services and apps work and prior hands-on experience in operating and maintaining them.

• Good knowledge of common Internet communication protocols.

• Strong knowledge and hands-on experience with Jira (and Jira Service Management module) and complex configurations, integrations and automations based on Jira.

• Ability to develop and maintain integration and automation tools in a commonly used scripting language (e.g. Python).

• Demonstrated ability to work and learn autonomously, with focus on results and goals, reflected into optimal planning and prioritization.

• Ability to understand and address complex business requirements, and capacity to agilely adapt to changing business needs and contexts.

• Strong verbal and written communication in English, with the ability to present topics in front of senior management.

Preferred skills

• Prior experience in eMobility industry, with focus on charging ecosystem and its concepts (e.g. CPO, CSMS, OCPP, OCTT).

• Prior experience in automotive-specific projects with good understanding of their automotive-grade requirements and limitations.

Internal Use Only: Salary

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