About The Role
The role involves overseeing reactive and planned maintenance of the electric vehicle charging network, coordinating field maintenance contractors, providing remote technical support, ensuring compliance with PCPR 2023, and reporting operational data.
Reactive & Planned Maintenance
- Own the reactive maintenance process end‑to‑end: triage faults, raise and assign work orders in Sitetracker, and track to resolution within SLA.
- Manage the planned preventive maintenance (PPM) schedule, ensuring field visits are booked, confirmed and completed on time.
- Monitor open work orders daily, identify blockers and elevate SLA breach risks to the Network Operations Manager.
- Maintain accurate asset, fault and resolution records to support reporting and audit requirements.
Contractor Coordination
- Act as the primary day‑to‑day operational contact for Believ’s nationwide field maintenance contractor.
- Coordinate reactive callouts and planned visits, aligning engineer dispatch with work order priority and SLA timelines.
- Track contractor performance against SLA, flag trends or recurring shortfalls to the Network Operations Manager.
Remote Technical Support
- Provide first‑line remote technical assistance to field engineers across Alfen, Etrel, Tritium and Wallbox charger hardware.
- Triage and diagnose faults using back‑office CPO platform data before dispatching engineers where avoidable.
- Escalate unresolved issues with clear documentation of steps taken; build hardware knowledge to improve first‑time fix rates.
PCPR 2023 Compliance
- Maintain accurate downtime logs with correctly identified and evidenced exemption periods in line with regulatory requirements.
- Keep compliance evidence packs audit‑ready and flag assets approaching uptime thresholds to the Network Operations Manager.
Reporting & Data
- Produce regular reporting on fault volumes, resolution times and SLA adherence for internal stakeholders.
- Keep operational data accurate across Sitetracker, Monday.com and Microsoft 365 platforms.
About You
Essential
- Strong organisational skills with the ability to manage multiple open tasks and competing priorities.
- Clear written and verbal communication – comfortable liaising with field engineers and internal stakeholders.
- Methodical approach to troubleshooting and a high standard of data accuracy and record‑keeping.
- Proficiency in Microsoft 365 (Excel, Word, PowerPoint, SharePoint, Teams).
- A‑Level standard education, equivalent or higher.
Preferred
- Experience in network operations, field service management and technical support.
- Familiarity with Sitetracker, Salesforce FSM and a back‑office CPO platform.
- Experience managing third‑party contractors against defined SLAs.
- Knowledge of PCPR 2023 compliance frameworks.
- Exposure to Monday.com or equivalent project/task management tooling.
Key Systems
Field Service & Asset Management
- Sitetracker (Salesforce) – work order management, asset records, maintenance scheduling.
Network Monitoring
- Back‑office CPO platform – remote charger monitoring, fault diagnosis, session data.
Microsoft 365
- Excel, Word, PowerPoint, SharePoint, Teams – data management, reporting, document storage and internal communication.
Benefits
- Competitive salary and bonus scheme.
- 25 days’ annual leave, plus the usual 8 UK bank holidays and the option to purchase up to 5 additional days per year.
- Access to wellbeing and mental health benefits such as the Calm app, personal medical insurance, critical illness cover, dental, optical and travel insurance, income protection and life assurance.
- Pension contribution matched up to 10%.
- Access to our car benefit scheme and cycle to work scheme.
- Access to our online learning platform to continue to develop and grow your career with us.
- 16 hours a year volunteer time off to support causes that are important to you.
- Virgin Media / O2 discounts and offers.
- Access to VIP arena suites at the O2 Arena (London) and First Direct Arena (Leeds).
- Enhanced parental leave policies.
Location
The position is full‑time in Cardiff, hybrid with three days (Tuesday, Wednesday and Thursday) based in the office. The business is currently based in our office in Southwark & Cardiff.
Believ is an equal‑opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#J-18808-Ljbffr