Production Specialist

What’s The Role

Shell is looking for a Production Specialist to join our Service Operations team. The Production Specialist manages the escalation of hardware and software issues to our engineering teams and vendors, implements solutions to technical issues, and drives improvements that benefit our customers and internal stakeholders. The Specialist will help the business build improvements for the Customer Experience, operational efficiency, and increased reliability of our charging network.

This role will work closely with the Customer Experience team and the Network Operations Center (NOC) Specialists to identify network production issues that are affecting in-service and customer success metrics. You will work with product and engineering teams (internal and external) to characterize and drive the resolution of production issues. This role's scope is the entire charging ecosystem, including mobile app, the charge point management system (CPMS), connectivity solutions, onsite electrical infrastructure, and charging hardware/firmware. A typical issue could be as granular as a simple bug fix or as large as a major firmware release that corrects a suite of known deficiencies. Success for you is increased in-service and customer success metrics.

Accountabilities:

- Act as the primary escalation point for issues that cannot be solved by Network Operations Center (NOC) Specialists, troubleshooting and repairing station technical issues remotely

- Act as the primary in-market focal for severe disruptions to network capability, tracking, resolving, and reporting until resolution

- Support releases of software to the charging network

- Analyze, triage, and prioritize production defects or inefficiencies to be escalated across product and engineering groups within the charging solution ecosystem

- Work in ticketing systems for tracking incidents, issues, and project work

- Document and train Customer Support and NOC Specialists on technical solutions

- Report and communicate metrics and KPIs upward and across the business

What You Bring

- Must have legal authorization to work in the US on a full-time basis for anyone other than current employer

- Bachelor’s Degree in Engineering, Operations, or any other related field is a plus

- At least 7+ years of experience with EV charging products or other products that leverage hardware and software to deliver value

- Expert knowledge of Open Charge Point Protocols and how EV charging ecosystems function

Preferred Qualifications:

- Experience with Salesforce products, business intelligence tools, and Microsoft product suite

Note: This role is a virtual position based in the US

What We Offer

The base salary range for this position is $101,000.00 - $151,000.00 per year. Individual pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents.

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives. For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays. Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html.

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

- Progress as a person as we work on the energy transition together

- Continuously grow the transferable skills you need to get ahead

- Work at the forefront of technology, trends, and practices

- Collaborate with experienced colleagues with unique expertise

- Achieve your balance in a values-led culture that encourages you to be the best version of yourself

- Benefit from flexible working hours, and the possibility of remote/mobile working

- Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.

- Take advantage of paid parental leave, including for non-birthing parents

- Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply

- Grow as you progress through diverse career opportunities in national and international teams

- Gain access to a wide range of training and development programs

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal,

click here . Shell in The United States

Shell has been in the US for more than 100 years, leading the sector in energy, petrochemicals, and refined products. Today, we provide millions of Americans with the energy needed to heat and cool their homes and power the economy.

We operate in all 50 states, from our Deep Water platforms in the Gulf of America to the Pennsylvania Chemicals complex and our miles of pipelines throughout the US.

We reach our customers through our 13,000 branded retail stations, and we are number 1 in gasoline sales. We also own the #1 brand of motor oil in the U.S. – Pennzoil® – made from natural gas.

We are excited to play a key role in the move to net carbon emissions while providing the oil and gas needed by society for many decades to come.