A automotive company is looking for a Systems Operations Engineer to join their energy division in Warren, MI. The System Operations Engineer will be part of the Energy Product and Customer Care team, responsible for managing the operations of Public Charging product services, which include finding charging stations, charging vehicles, and payment processing. The engineers primary focus will be triaging, tracking, and managing public charging customer support requests from multiple channels to help drive resolution. Proficiency in system operations tools like outage and quality databases, product health performance dashboards, and trouble ticketing systems is required. The engineer will work with a cross-functional group to address customer support issues and create content to train advisors, aiming to reduce resolution time and improve customer satisfaction. The engineer w`l also contribute to customer experience improvement efforts by providing insights to the Public Charging teams and developing and monitoring key performance indicators, using technical expertise to develop analytics-driven solutions to help achieve business goals.
Pay range: 45-54/hr
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Experience in using system operations performance tools such as SQL
Experience with system performance statistical analysis and triage
Business intelligence and data analytics software (e.g. Power BI, or Oracle Business Intelligence Enterprise Edition)
Understand basic architectural elements of connected services, including cloud and mobile ecosystems
Bachelor's degree
Experience from EV industry
Public charging experience highly preferred
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.