ChargerHelp!

• Translate the CEO's product direction into a clear, sequenced, quarterly roadmap across software, diagnostics, field enablement, and data products. • Maintain and communicate the roadmap to all stakeholders: Engineering, Sales, Customer Success, Operations, and executive leadership. • Apply prioritization frameworks to ensure transparent, data-informed sequencing decisions. • Manage the backlog end-to-end: grooming, sprint planning, and ensuring engineering always has a clear, unambiguous queue. • Balance investment across new features, platform improvements, and technical debt in collaboration with engineering leadership. • Write precise, complete PRDs and user stories with clear acceptance criteria, edge cases, and success metrics for every feature shipped. • Lead product discovery: customer interviews, usability sessions, field technician feedback and convert insights directly into requirements. • Partner daily with engineering to clarify scope, resolve ambiguity, and keep delivery on track without creating process overhead. • Own the full product lifecycle from concept through launch, iteration, and deprecation. • Define and track product health metrics: uptime, diagnostic accuracy, feature adoption, and operational workflow efficiency. • Serve as the connective tissue between Engineering, Operations, Sales, Customer Success, and Field Services — ensuring everyone knows what's shipping and when. • Coordinate product launches end-to-end: release notes, enablement materials, Sales and CS briefings, and customer communications. • Facilitate weekly product reviews with engineering and bi-weekly roadmap syncs with the executive team. • Identify and surface cross-functional risks early - technical, operational, and timeline so they can be resolved before they block delivery. • Conduct continuous customer discovery across charging networks, site hosts, utilities, and field technicians to keep requirements grounded in operational reality. • Monitor the competitive landscape and surface relevant market shifts, regulatory changes, or technology trends that should influence roadmap priorities. • Provide Sales and Customer Success with product positioning support, FAQs, and competitive talking points aligned to the current roadmap. • Track product usage, uptime metrics, and diagnostic performance ensuring teams have visibility into whether what we're shipping is working. • Design and run pilots and lighthouse programs to validate product decisions before broad rollout. • Use data to inform prioritization, measure feature health, and drive continuous improvement cycles. • Maintain awareness of EV charging industry standards, cybersecurity requirements, privacy regulations, and accessibility guidelines as they affect product decisions. • Flag product risk (technical, regulatory, and operational) early and ensure they are surfaced to the CEO and engineering leadership. • Support build-vs-buy evaluation with structured research and recommendation framing. • Serve as the connective force between Engineering, Operations, Sales, Partnerships, Customer Success, and Finance. • Facilitate alignment around outcomes, timelines, and responsibilities. • Establish scalable processes that support transparent communication and cross-functional execution. • Prepare product updates and roadmap communications for the executive team.

• Exceed Sales Targets: Achieve an annual sales target of $1.5M+ through proactive, strategic account management and new business acquisition. • Full Cycle Ownership: Develop, qualify, and close deals independently, owning the pipeline across target enterprise segments. • Strategic Account Planning: Create and execute comprehensive account plans to drive deep customer engagement and maximize growth opportunities. • Consultative CLOSING: Conduct expert needs assessments, present compelling, tailored solutions, and negotiate high-value contracts.

About Us ChargerHelp! Inc is a California, USA-based technology company that has developed a mobile application and web-based platform for on-demand repair of electric vehicle charging stations. We are committed to professional and workforce development, diversity and inclusion, leveraging technology to remove barriers, and enabling economic mobility in underserved communities. We have a social responsibility to reduce our carbon footprint and lower greenhouse emissions. ChargerHelp! is a driving force in the Cleantech space, executing a forward thinking, progressive approach to workforce development and EVSE field service. We develop the technology and provide the education and training to support growing demands and evolving trends in the electrical vehicle industry. Role Overview We’re seeking a Reliability Coordinator to own real-time dispatching, issue response, and field-service coordination across our customers’ EV charging portfolios. You will assign technicians, manage 3rd-party service partners, track SLA performance, and ensure customers receive timely, high-quality service. This role is central to driving reliability, transparency, and operational excellence. The ideal candidate leverages data-driven insights to inform operational decisions; prior experience required. Familiarity with Grafana (preferred), as well as Zendesk and Slack, is a plus. What You’ll Do - Dispatch technicians and 3rd party service partners to active work orders, ensuring timely assignment and clear instructions - Monitor EV charging site performance and proactively flag maintenance issues - Serve as the primary operational point of contact for assigned customer accounts - Manage work orders from creation through completion - ensuring accurate documentation and SLA adherence - Communicate site status, delays, maintenance windows, and updates to customers and internal teams - Support customer onboarding and periodic account check-ins - Contribute field-level insights to customer QBRs and internal reporting - Analyze completed work orders to identify trends, recurring issues, or workflow gaps - Prepare regular customer reports and maintain data accuracy in ChargerHelp EMPWR platform - Collaborate with Product and Engineering teams to improve tools and drive process optimization What You Bring - Hands-on experience in dispatching, field service coordination, or real-time operations - Strong analytical and problem-solving skills with the ability to assess issues quickly - Excellent written and verbal communication - Strong attention to detail and disciplined documentation habits - A passion for customer experience and operational reliability - Comfort working in fast-paced or early-stage environments - Ability to leverage data and performance metrics to drive informed decision-making and optimize operations; prior experience required. Familiarity with OCPP (Open Charge Point Protocol) and tools such as Grafana, Zendesk, and Slack is a plus. - Familiarity with tools like Google Workspace, MS Office, Zoom, and Monday.com - Experience with EV charging hardware, EVSE operations, or OCPP Details - Type: Full-Time - Location: Remote - Reports To: Service Delivery Manager - Compensation: $60,000 - $70,000 - Required: Experience with EV charging hardware, EVSE operations, or OCPP

• Drive significant sales growth by initiating, managing and expanding relationships with key companies implementing EVSE. • Exceed annual sales target of $1.5M through proactive sales strategies and effective account management. • Develop and maintain strong relationships with potential clients and perform regular business update meetings (at least quarterly) with existing customers. • Create and execute strategic account plans to drive customer engagement and growth. • Conduct needs assessments, present tailored solutions, negotiate contracts, and close deals with a consultative approach. • Collaborate with internal teams for customer satisfaction and company objectives. • Proactively identify, qualify, and develop new business opportunities across target segments.

• Segments for this role include but are not limited to enterprise companies, EVSE manufacturers, fleets, charge point operators, real estate organizations, charge point management systems, EV charging networks, and other potential clients. • Sales Achievement: Exceed annual sales target of $1.5M through proactive sales strategies and effective account management. • Client Engagement: Develop and maintain strong relationships with potential clients and perform regular business update meetings (at least quarterly) with existing customers to identify new opportunities to grow together and document opportunities and their progress in CRM. • Account Planning: Create and execute strategic account plans to drive customer engagement and growth. • Consultative Selling: Conduct needs assessments, present tailored solutions, negotiate contracts, and close deals with a consultative approach. • Team Collaboration: Collaborate with internal teams and follow processes to ensure customer satisfaction and achieve company objectives. • Pipeline Ownership: proactively identify, quality and develop new business opportunities across target segments. Take ownership of the full sales cycles from contact to close.

• Design, Build, and Maintain Scalable Data Solutions • Optimize Data Flow and Collection Across Multiple Sources • Design Core Data Models for Asset Reliability Management • Implement and Maintain Data Quality Checks and Monitoring Systems • Develop End-User Reporting Solutions • Support Data-Driven Decision Making Across Teams