We’re looking for an…

Key Responsibilities

Firmware and product maintenance

• Own the ongoing maintenance and operational support of charger firmware across the VCHRGD product range.

• Coordinate firmware development, testing, approval, release and deployment with internal teams and external technology partners.

• Maintain controlled version records, compatibility information, release notes and deployment history.

• Establish robust processes for validation, staged deployment, monitoring and rollback.

• Investigate firmware-related incidents, prioritise defects and coordinate corrective action according to risk and customer impact.

• Ensure firmware changes are appropriately tested, documented and approved before release.

Back-office operations management

• Take operational ownership of the platforms used to provision, configure, monitor and support chargers.

• Maintain reliable processes for charger onboarding, account setup, remote configuration and ongoing device management.

• Monitor connectivity, system alerts, service performance and recurring operational issues.

• Manage technical relationships with back-office, communications and software service providers.

• Maintain appropriate user permissions, system controls, standard operating procedures and escalation routes.

• Ensure technical incidents are recorded, prioritised, communicated and resolved consistently.

Quality assurance

• Develop, maintain and continually improve quality assurance processes for hardware, firmware and technical operations.

• Define suitable product inspection, functional testing, release acceptance and field-quality controls.

• Record and investigate defects, field failures, warranty returns and non-conformances.

• Lead root-cause analysis and ensure corrective and preventive actions are implemented and verified.

• Track quality trends, recurring faults, return rates and supplier performance, and report meaningful findings to the leadership team.

• Work with manufacturers and suppliers to resolve component, assembly and production-quality issues.

Technical compliance management

• Own and maintain the technical compliance framework for VCHRGD hardware and associated systems.

• Ensure products remain aligned with applicable legislation, standards, certification requirements and product-safety obligations.

• Maintain product technical files, declarations, certificates, test reports, risk assessments and supporting evidence.

• Coordinate testing and certification activities with laboratories, manufacturers, consultants and certification bodies.

• Assess the compliance impact of proposed hardware, firmware, component or supplier changes before implementation.

• Monitor relevant regulatory and standards developments and communicate their likely business impact.

Installer and end-user technical support

• Provide second- and third-line technical support to approved installers, service partners and end users.

• Diagnose charger, firmware, connectivity, application, electrical-installation and back-office issues using logs, remote monitoring and other diagnostic information.

• Provide clear technical guidance by telephone, email, video call and other agreed support channels.

• Support installers during commissioning, configuration and complex fault-finding, with site attendance where remote diagnosis is insufficient.

• Ensure technical cases are accurately recorded, progressed and resolved within agreed service expectations.

• Turn recurring support issues into technical bulletins, training content, process changes or product improvements.

Hardware systems and process ownership

• Own the systems and processes governing VCHRGD hardware from product introduction through deployment, support and end-of-life.

• Maintain accurate product specifications, approved configurations, component records and revision history.

• Implement effective engineering change control and coordinate the technical review of component, supplier and manufacturing changes.

• Support product lifecycle planning, including obsolescence, replacement components, product upgrades and spare-parts requirements.

• Maintain appropriate traceability across hardware revisions, serial numbers, firmware versions and product changes.

• Ensure new and updated products are operationally ready before launch, including documentation, training, support processes and handover.

Charger and technical documentation

• Own the creation, technical review, approval and maintenance of charger documentation.

• Produce and maintain installation and commissioning manuals, user guides, quick-start guides, technical data sheets and troubleshooting guides.

• Maintain firmware release notes, technical bulletins, knowledge-base articles, internal procedures, service instructions and warranty documentation.

• Ensure all documentation is accurate, clearly written, version controlled, appropriately approved and suitable for its intended audience.

• Update documentation promptly following product, firmware, compliance or process changes.

• Work with commercial and customer-support colleagues to keep customer-facing technical information consistent and accurate.

Engineering leadership and continuous improvement

• Act as the primary internal owner for engineering support and technical operational matters.

• •Maintain a prioritised technical workload and coordinate activity across internal teams, manufacturers, developers, suppliers and service partners.

• Define practical procedures, responsibilities, service expectations and escalation routes.

• Provide technical input into product-roadmap, supplier and commercial decisions.

• Identify technical and operational risks and present clear recommendations to senior management.

• Lead relevant technical projects through definition, implementation, validation and operational handover.

• Promote a culture of accountability, product safety, customer-focused problem-solving and continuous improvement.

The type of person we’re looking for…

Essential qualifications and experience

• Minimum education to A-level, NVQ Level 3 or an equivalent technical qualification.

• At least three years’ experience in a relevant engineering, technical operations, product-support or technology role.

• Experience supporting hardware products that incorporate firmware, software or connected services.

• Practical experience diagnosing technical faults and coordinating their resolution.

• Experience creating, improving or owning technical processes and documentation.

• A sound understanding of quality assurance, defect management and root-cause analysis.

• Experience working with suppliers, manufacturers, software providers or other external technical partners.

• Ability to interpret technical information, specifications, test results, logs and system data.

• Strong written and verbal communication skills, including the ability to explain technical matters to different audiences.

• Good organisational skills and the ability to manage several priorities and incidents simultaneously.

• Competence using standard business systems, ticketing tools, document-management platforms and spreadsheets.

• Willingness to provide hands-on technical support and attend customer, installer or supplier sites when required.

• Full UK driving licence, or the ability to travel independently to relevant sites.

Desirable experience

• Experience within EV charging, electrical products, energy technology, automotive systems, electronics, telecommunications or connected-device industries.

• Knowledge of EV charge-point installation, commissioning or operation.

• Experience with Internet of Things products, device connectivity, mobile applications or cloud-based back-office systems.

• Familiarity with charge-point communications, remote device management or over-the-air firmware updates.

• Knowledge of UK product compliance, electrical safety, electromagnetic compatibility, radio equipment or cybersecurity requirements.

• Experience working within an ISO 9001 or comparable quality-management environment.

• Experience with corrective and preventive action, failure analysis, supplier quality or product audits.

• An electrical, electronics, software, mechanical or systems-engineering qualification.

• Experience delivering technical training to installers, support teams or customers.

Our ideal candidate would be…

Technically capable Understands the interaction between hardware, firmware, software, connectivity and electrical installations.

Practical Is willing to investigate problems personally and follow issues through to a verified resolution.

Process-driven Creates proportionate, repeatable and auditable ways of working.

Customer-focused Considers the effect of technical decisions and response times on installers and end users.

Analytical Uses support, fault and quality data to identify patterns and underlying causes.

Clear and composed Explains complex matters accurately to technical and non-technical audiences.

Accountable Takes ownership, communicates progress and closes actions effectively.

Commercially aware Balances technical quality, safety, customer impact, cost and delivery timescales.

Detail-oriented Controls firmware, revisions, compliance evidence and documentation with care.

Collaborative Works constructively across engineering, operations, sales, support and supply chain.

What we ideally want from this role in the long run…

• Stable and well-controlled firmware releases, with clear records and effective deployment monitoring.

• Reliable charger onboarding, connectivity and back-office operations.

• Timely technical-support responses and improved resolution at the earliest appropriate level.

• A reduction in repeat faults, avoidable support contacts, field failures and warranty returns.

• Root-cause investigations and corrective actions completed to agreed standards and timescales.

• Continued product compliance, complete technical files and readiness for audits or certification activity.

• Accurate, current and accessible technical documentation.

• Successful introduction of new products, product revisions and operational processes.

• Constructive management of suppliers, manufacturers and external technical partners.

• Positive installer and customer feedback on the quality of technical support.

Working Arrangements

Our Head Quarters are in Bourne End, Buckinghamshire. Regular office attendance will be required due to the practical, product-focused nature of the position.

Occasional travel may be required to customer sites, installer locations, suppliers, manufacturers, test facilities and industry events. Some flexibility may also be required when responding to urgent operational, customer or product-safety issues.