EV Network Specialist

Role Overview

• 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, identifying blockers and escalating SLA breach risks to the Network Operations Manager.
• Maintain accurate asset, fault, and resolution records to support reporting and audit requirements.
• 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, flagging trends or recurring shortfalls to the Network Operations Manager.
• 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.
• 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.
• 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.

Requirements

• 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.
• Experience in network operations, field service management and technical support.
• Familiarity with Sitetracker, Salesforce FSM, 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.

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 & 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
• Core office hours are 10am
• 4pm, Mon-Fri (so early birds/night owls can find a pattern that suits them, as long as it also works for their team)