Technical Support – Dispatch Team Lead

Job not on LinkedIn

🔥 18 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IONITY

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

✈️ Travel

🏭 Manufacturing

💰 Venture Round on 2021-11

Logistics • Travel • Manufacturing

IONITY is Europe's high-power charging network for electric vehicles, dedicated to making long-distance travel with electric vehicles the new normal. The company builds and operates a High Power Charging network along Europe's highways, delivering charging capacities of up to 350 kW. This enables drivers of current and future generations of electric vehicles, using the leading European charging standard CCS (Combined Charging System), to experience maximum charging speeds during their journeys. Each IONITY charging station typically consists of four charging points, and the company is committed to sustainability by providing 100% renewable energy at all charging stations. IONITY is a joint venture among major car manufacturers including BMW Group, Ford Motor Company, Hyundai Motor Group, Mercedes Benz AG, Volkswagen Group, with support from BlackRocks Climate Infrastructure Platform for financing. The company is headquartered in Munich with offices in Dortmund, Germany and Oslo, Norway.

📋 Description

• Lead and coordinate daily L2 Support & Field Dispatch activities, including prioritisation and workload distribution • Own and continuously improve the Jira ICSM ticket handling process • Ensure clear priorities, responsibilities, escalation paths and timely resolution • Drive a centralised, market-independent way of working • Standardise and streamline processes across regions and eliminate unnecessary manual steps and handovers • Identify opportunities for automation, digitalisation and efficiency improvements • Promote Lean principles and drive continuous improvement initiatives and workshops • Monitor operational KPIs, ticket backlog, aging and workload, and initiate corrective actions • Ensure effective cooperation between L2, FSEs, service partners and internal stakeholders • Develop team competencies, promote knowledge sharing and reduce dependency on individual experts • Support the Head of Field Operations with operational performance, risks and improvement initiatives

🎯 Requirements

• Strong knowledge of IONITY's internal operational processes and current ticket handling setup • Hands-on experience with Jira ICSM and a solid understanding of the existing workflows, ticket structures and operational interfaces • Experience in Level 2 Support, Field Dispatch, technical operations or a comparable operational environment • Structured, analytical and process-oriented way of working • Strong Lean / continuous improvement mindset with the ability to challenge existing ways of working • Ability to identify inefficiencies and turn them into practical and scalable improvements • Strong ownership, prioritization and problem-solving skills • Experience in coordinating or leading people is an advantage • Strong communication and stakeholder-management skills • Good understanding of IONITY's charging infrastructure and Field Operations environment • Fluent English; additional European languages are a plus

🏖️ Benefits

• Permanent employee • Remote work in Germany