EG4 Electronics

Call Center Representative

• Oversee day to day operations of off site support teams across multiple communication channels.
• Ensure consistent quality, accuracy, and timeliness of support delivered across both communication channels.
• Maintain close operational communication with off site supervisors, trainers, and team leads.
• Monitor KPIs such as response times, resolution quality, customer satisfaction, backlog management, and call handling metrics.
• Conduct reviews of email responses, phone interactions, and ticket documentation for accuracy and compliance with EG4 standards.
• Identify performance gaps and implement coaching or corrective action plans.
• Maintain daily end of day accountability for email queue health, customer reach outs, and phone performance metrics.
• Support onboarding, continuous training, and skill development for offshore teams.
• Provide structured coaching, feedback sessions, and performance touchpoints.
• Collaborate with EG4 trainers and SMEs to ensure offshore teams remain current on new products, firmware updates, troubleshooting procedures, and support processes.
• Travel periodically to support training initiatives, quality audits, coaching sessions, and operational alignment for off site teams.
• Serve as the primary operational link between off site support teams and EG4 leadership.
• Review escalations for accuracy before routing to solutions or RMA teams.
• Work with internal departments including R&D, Customer Care, Solutions, and Product Teams to communicate trends and field issues.
• Identify workflow inefficiencies, documentation gaps, or system issues impacting offshore performance.
• Recommend and implement improvements that increase operational efficiency and customer satisfaction.
• Maintain and refine SOPs for off site support teams in alignment with EG4 standards.
• All other duties as assigned.

Contact Center Support Supervisor

Full-stack Engineer

• The Software Architect (Grid Services) is the primary architect of EG4’s Grid Services API Platform.
• This role is responsible for bridging the gap between hardware capabilities and utility-grade grid requirements.
• You will own the technical execution of API-to-API integrations, ensure every battery in the EG4 fleet is "VPP ready," and define system requirements, specifications, and validation processes as a system definer.
• Additionally, you will facilitate liaison activities and maintain the user interface for the VPP, translating and planning the technical flow users expect and supporting changes as capabilities expand.
• Lead the API build coordination and maintenance with technical aggregators and DERMS providers.
• Direct the transition of legacy integrations to the new API and EMS platform.
• Develop and operate the software services running the virtual power plant, focusing on highly available backend services and publisher/subscriber architecture.
• Ensure full technical compliance with industry standards, specifically CSIP / IEEE 2030.5, OpenADR, and SunSpec Alliance recommendations.
• Oversee telemetry standards, ensuring the platform collects granular interval data (kW, kWh, SOC) required for precise grid services and Measurement & Verification (M&V).
• Maintain rigorous cybersecurity and data handling protocols to meet utility and ISO/RTO regulated program requirements.
• Execute the Grid Service Intelligence Roadmap, including the development of optimization logic, tariff engines, and dynamic control and command capabilities.
• Interface with internal and external teams to implement Edge Device Gateway software for site-level EMS optimization.
• Collaborate and work with Software and Firmware teams to participate in the company-wide development processes, including peer code reviews and design reviews to improve code quality and system scalability.
• Own the triage process for partner issues and bugs, identifying root causes for underperformance or anomalies in dispatch events.
• Monitor integration health and latency to ensure a 99% performance reliability rate across all active VPP programs.
• Identify operational risks and provide technical solutions to prevent "dual-dispatch" conflicts between operators.