Remote Service Engineer (Coventry, GB)

Description

Are you passionate about clean technology and ready to shape the future of electric mobility? We’re looking for a Remote Service Engineer who can combine strong technical troubleshooting with ownership, structured evidence-based diagnosis, and clear communication in a high-volume, SLA-driven COC environment. In this role, your mission is to keep customers’ charging infrastructure reliable by resolving issues remotely where possible, enabling field teams with clear instructions where needed, and helping ABB E-mobility scale service execution through data, process discipline, and continuous improvement.

What you’ll do:

• Keep our network running smoothly: Diagnose, troubleshoot, and resolve technical issues across ABB E-mobility chargers using logs, charger data, cloud-connected service systems, dashboards, and structured root-cause thinking.
• Be the expert customers and field teams rely on: Provide remote support to customers, T1, field engineers, local service organizations, and suppliers, acting as a go-to contact for deep technical knowledge and practical next steps.
• Assist local service organizations primarily in EMEA, and occasionally globally, to resolve tickets, callbacks, commissioning issues, and complex escalations.
• Own SLA execution: Prioritize cases actively, manage personal and team queues responsibly, document actions clearly, and ensure tickets are progressed within agreed Service Level Agreements (SLAs).
• Help customers operate their charging sites and networks efficiently by combining technical resolution with professional follow-up and customer-aware communication.
• Assist local teams and suppliers with charger installation, commissioning, remote configuration, software update readiness, and diagnosis-driven work order instructions.Actively participate in improving chargers and services by feeding recurring issues, diagnosis gaps, customer-impacting defects, and lessons learned back to Quality, Software, Product, Field Service, and process owners.Improve ways of working within the team and across local countries, quality, production, software, and service operations through better case hygiene, handovers, knowledge reuse, and clear escalation routes.
• Conduct product, tool, process, and troubleshooting training for service organizations, T1/T2 colleagues, field teams, and other stakeholders where required.
• Create and maintain knowledge articles, troubleshooting guides, work-order guidance, and documentation that improve first-time-fix quality, reduce repeat visits, and support scalable service execution.
• Offer advice on complex electrical, mechanical, software, connectivity, and configuration problems based on indirect evidence, charger data, logs, remote monitoring alerts, and cloud-connected service systems.
• Monitor charger rollout and fleet performance closely, including software campaigns, proactive health checks, commissioning waves, and customer-specific action plans.
• Take action to resolve remaining problems remotely where possible and, when a site visit is required, provide clear diagnosis, evidence, parts guidance, and instructions so field execution is effective.

Requirements

• Bachelor’s, Master’s, or equivalent technical/vocational education in a relevant field (e.g., Electrical Engineering, Electromechanics, or IT).
• 2–3 years of experience as a Service Engineer, Remote Service Engineer, technical support engineer, maintenance engineer, or similar role, preferably within EV charging, clean technology, software-enabled infrastructure

• Strong knowledge of electrical installations, charger architecture, service operations, maintenance, commissioning, and EVSE system behavior; ability to connect field symptoms with remote evidence.
• Familiarity with Linux-based systems, charger software, connectivity, diagnostic tools, dashboards, or remote monitoring is a plus.
• Independent, proactive, and ownership-driven, with the ability to manage priorities, follow through without repeated reminders, and maintain quality under SLA and customer pressure.
• Ability to analyze and resolve technical issues using indirect data, logs, structured evidence, documented troubleshooting steps, and clear escalation logic.Strong communication skills, both verbal and written, in English, including the ability to explain technical findings, customer impact, and next steps clearly.
• Ability to share knowledge effectively through trainings, webinars, troubleshooting guides, knowledge articles, handovers, and peer support.Comfortable working in multidisciplinary and multicultural teams, with strong collaboration across T1, T2/T3, Field Service, Quality, Software, Product, Customer Success, and local service organizations.
• Willingness to travel occasionally (0–10%) and participate in on-call, weekend, or peak-period support rotations where required.
• French, German, or Italian language skills are a strong plus, especially the ability to support field interventions and local service organizations in these languages.