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STS Technical Services is hiring EV Technical Service Agents in San Francisco, California.
Position Overview
This role supports GM Energy Home, a division of General Motors’ fast-growing Energy team. GM Energy was launched in 2021 and is transforming the energy and power industry. The team’s products and solutions include energy storage, integrated charging systems, vehicle-to-grid capabilities, and software platforms designed to operate and aggregate assets on the grid.
GM Energy offers a comprehensive EV charging ecosystem, from uni-directional chargers to energy storage systems. The vision is bold: a world with no grid outages, fully renewable energy, and decentralized energy resources—delivered by GM’s reach, resources, and all-EV future. This disruption supports GM’s overarching goals of zero crashes, zero emissions, and zero congestion.
As a Technical Service Agent for GM Energy Home, you’ll handle technical diagnostics and remote troubleshooting for customers. You’ll support customer care cases, resolve escalations, and provide technical expertise that ensures satisfaction and reliability.
Key Responsibilities
Technical Diagnosis and Troubleshooting
- Navigate available tools to perform remote diagnosis and troubleshooting
- Provide resolution guidance for site visits to other parties
- Ensure high customer satisfaction during issue resolution
Case Management
- Create and update cases in Salesforce
- Work with logistics for parts ordering/return
- Serve as lead for technical escalations from service partners, non-technical advisors, and others
- Provide training as subject matter expert on technical details
- Provide feedback and insights to improve processes and customer satisfaction
Warranty / RMA / Out of Warranty
- Determine warranty status and manage claims
- Reconcile at month end for claims with logistics, if required
- Conduct warm transfers and service tech scheduling, if required
Training
- Train other agents as required
- Support creation of training materials based on experience
Required Skills / Experience / Education
- Evidence of a safety-first attitude
- IT and wi-fi troubleshooting skills
- 3 years as an electrician or working on electrical components (EV charging equipment repair/installation strongly preferred)
- Minimum 2 years of experience in a call center or customer-facing environment
- Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, Excel, and Salesforce
- Ability to balance competing priorities in a dynamic environment
- Strong oral and written communication skills, with the ability to clearly explain technical issues
- High-level interpersonal skills to work effectively with others
- Computer skills to develop, maintain, and analyze data
- Demonstrated ability to learn new technologies and processes and adapt to change
- Ability to innovate, solve complex issues, and present new ideas
- Excellent time management skills to focus on the most impactful activities
- Responsive to business issues and data challenges in Aftersales and IT Systems
- High level of analytical ability for unusual, difficult, or complex problems
- Ability to lead problem-solving activities and manage resolution targets
- Associate or trade degree in a related field, or four years of equivalent electrical experience
- Valid driver’s license
About STS Technical Services
STS Technical Services is a Top 100 Staffing Firm that partners with some of the largest names in aerospace, manufacturing, defense, and industrial industries. Our recruitment teams put talented professionals to work at client locations all over the world. We care about you and your career, and we’ll do everything possible to help you land the right opportunity.
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