Present in 96 countries, we are dedicated to changing the way the world uses energy through advanced electric vehicle charging and energy management systems. We have the headquarters in Barcelona and manufacturing facilities in Spain (Barcelona), and the US (Arlington, Texas). We are rapidly becoming a leading company in the market.
In 2021, we were listed on the New York Stock Exchange (NYSE WBX), allowing us to garner acclaim and win prestigious design awards (the IF Design, Good Design, and RedDot Awards).
In 2022, we acquired ARES (an assembly electronics company) and COIL (Installers of turnkey EV charging solutions). One year later, in 2023, we acquired ABL, the leading German EV charger manufacturer, which has allowed us to have a stronger presence in Europe.
Get in charge with Wallbox!
The role
The Service engineer core task is to support the L1 Service level with technical knowledge, report bugs and direct contact with key account partners.
You will
Responsible for handling complex technical issues escalated from Level 1 (L1) agents or chatbots.
Share best practices and coach the team
Provide guidance to L1 agents to ensure efficient and consistent case resolution.
Identify documentation and knowledge gaps in the Knowledge Base and propose updates to improve troubleshooting flow.
Collaborate with Engineering and Product teams to escalate recurring or unidentified issues, providing structured documentation and technical details.
Support the definition of standard troubleshooting procedures and contribute to training materials.
Constant improvement and maintaining of the internal system
Identify locks that require follow-up or investigation
Develop interdepartmental communication ways
Ensure the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
Direct the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer-focused support culture, and improving the accountability of delivering effective and efficient services
Product and process training, support with L1 onboarding
Support key account partners on a daily basis
Communicate proactively with the Technical Documentation team to improve customer-facing content and usability guides.
Participate in testing and validation of new firmware releases to assess stability and potential field impact.
Requirements
Embedded systems knowledge. Able to connect remotely to them and get the system locks
Analytic vision
Ticketing and reporting systems knowledge, Salesforce, Jira,...
Incident Management
Excellent interpersonal skills
Good practice management for quality of service delivery
Availability to travel based on business needs
Experience dealing with clients
Fluent Swedish (native level) and good command of English (working proficiency).
Is a plus additional languages
Desired
IT knowledge. Remote operations, Wifi, Bluetooth…
ITIL certification will be assessed positively
Benefits
Flexible working hours
Hybrid work schedule and half Fridays
First-class private health, dental, and life insurance after your first month at Wallbox
Flexible compensation tickets valid for transportation, childcare, and restaurant/food delivery apps
Car discounts & special advantages if you choose an EV!
Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen
*At Wallbox, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal-opportunity workplace.