Field Service Engineer - US/(Durham, NC)

We at Kempower Empower the EV Evolution and create a Cleaner and more silent environment for us all. We inspire our audiences to join the electric movement. Want to plug in and be the change?

Whether it's our perspective, the way we work together or the impact on the climate - we make it positive. We are people with a can-do attitude. We help each other and voice our opinions, independent of our job descriptions or titles. We come from over 40 nationalities all over the world and keep on looking for other continents as we go.

The EV market is constantly evolving, and so are we. We are searching for learners, doers and problem solvers from many different backgrounds.

We love learning, taking care of each other, and having fun with each other.

The future is electric – get ready to join the current! This is just the beginning.

ABOUT THE ROLE

As a Field Service Engineer, you will:

Technical Expertise & Advanced Diagnostics

• Lead on-site diagnostics and troubleshooting for a wide range of EV charger issues, focusing on software bugs, network connectivity errors (e.g., OCPP, cellular), and complex electrical/mechanical faults.
• Handle Level 1 and Level 2 technical issues, performing configuration changes, data analysis, and root cause identification using system logs and command-line interfaces.
• Diagnose and repair faulty physical components, such as charging cables, connectors, control units, and power distribution equipment, when necessary.
• Utilize the Jira ticketing system diligently to document all service calls, troubleshooting steps, and final resolutions.
• Partner with internal Service Engineers, Engineering, Product Management, and Global Service Teams to stay up-to-date with the latest advancements in EV charging technology and industry standards, feeding field insights back to development.

Customer Service & Documentation

• Interact with customers professionally and courteously, providing excellent service and clear communication regarding repair timelines and technical explanations.
• Communicate effectively with customers and internal teams to resolve issues promptly.
• Maintain accurate and detailed service records, ensuring comprehensive documentation of all field activities and resolutions.

Field Service & Logistics

• Willingness to travel extensively, up to 75%, within North America to service customer sites, requiring flexibility to work independently in the field.
• Work flexible hours, including weekends and evenings, as needed to meet service demands.
• Adhere strictly to all company and industry safety protocols and best practices during all field operations.

WHAT WE OFFER YOU:

• Medical, Dental, Vision day 1 (with a $0 monthly premium option)
• 21 days of PTO per year
• 11 Paid Holidays
• Company Paid Short Term Disability
  

WHAT DO WE EXPECT FROM YOU?

Qualifications: 

• Education: Bachelor’s degree in Electrical Engineering, Computer Science, or a related technical field, or equivalent experience (typically 5+ years of advanced technical field support).
• Technical Foundation: Strong technical skills encompassing both advanced software/network troubleshooting and foundational electrical diagnostic and repair abilities.
• Analytical Skills: Excellent problem-solving and analytical skills for diagnosing complex, intermittent system failures.
• Communication: Strong attention to detail, organizational skills, and excellent communication and interpersonal skills.
• Logistics: Ability to work independently and as part of a distributed team, along with a valid driver's license.

Preferred Skills:

• Protocol Knowledge: Experience with EV charging systems and communication protocols (especially OCPP).
• Networking: In-depth knowledge of network connectivity, troubleshooting (TCP/IP, Wi-Fi, Cellular), and site survey requirements.
• Certification: Certification in electrical or a related field.
• Tools: Proficiency in using advanced diagnostic tools and equipment (e.g., protocol analyzers, advanced multimeters).

WHY KEMPOWER?

We believe in integrity. This means open doors and honest conversations, career development, and taking ownership of your work, no matter the title. At Kempower we grow together. And as we grow, we change, and so we find ways to make sure our job descriptions align with our interests and needs. So it's not just the product we're developing, but our people.

We support your well-being by offering comprehensive benefits including zero cost options for medical, dental, and vision, competitive 401(k), and performance bonuses!

Get to know us better at Kempower Careers !

WOULD YOU LIKE TO PLUG IN AND BE THE CHANGE?

Does this sound like something for you? Want to join us in powering planet cool? We can't wait to hear from you! 

Location: USA/North Carolina/Durham (RTP)

Kempower is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, or any other status protected by laws and regulations. We do not tolerate discrimination or harassment based on any of these characteristics, and we encourage applicants of all ages.

If you are a qualified individual with a disability, and you need assistance to apply, please contact our Kempower HR team at [email protected]. We provide reasonable accommodations to qualified individuals with a disability to enable them to effectively participate in the application process, as required by law.