By Jason Cortez
The electric vehicle (EV) industry is evolving fast—and with it, the expectations around charging infrastructure. As someone who’s spent years in the field, both as a customer and now working closely with operators and manufacturers, I’ve seen the good, the bad, and the frustrating. One thing is clear: reliability and support are no longer optional—they’re essential.
The Industry’s Growing Pains
EV adoption is surging, but the charging experience hasn’t always kept pace. Drivers expect chargers to work every time, and when they don’t, it’s more than an inconvenience—it’s a hit to confidence in the entire ecosystem. The industry is still grappling with interoperability issues, hardware failures, and user confusion, especially at public charging sites.
These challenges aren’t just technical—they’re operational. Site owners, OEMs, and network providers are all trying to balance uptime, cost, and customer satisfaction. And while the technology is improving, the support systems around it need to evolve just as quickly.
Why Uptime Is the New Currency
In the EV charging world, uptime is everything. A charger that’s offline or unreliable doesn’t just frustrate users—it impacts revenue, brand reputation, and the broader perception of EV viability. That’s why there’s a growing emphasis on preventive and predictive maintenance, not just reactive fixes.
We’re seeing more manufacturers and operators invest in remote diagnostics, real-time monitoring, and field service networks that can respond quickly. But there’s still a long way to go in making these systems seamless and scalable.
The Human Side of Charging
One of the most overlooked aspects of EV infrastructure is customer support and education. Drivers often encounter unfamiliar interfaces, unclear instructions, or unexpected errors. Without proper guidance, even a perfectly functioning charger can feel broken.
This is where field expertise and user education come into play. It’s not just about fixing hardware—it’s about helping people understand how to use it confidently. The more we empower users, the fewer failed charging attempts we’ll see.
Collaboration Is Key
No single company can solve these challenges alone. The EV charging ecosystem is a web of OEMs, site hosts, network providers, software platforms, and field service teams. The most successful initiatives I’ve seen are those built on collaboration and shared accountability.
Whether it’s aligning on warranty processes, sharing diagnostic data, or coordinating field repairs, the industry works best when stakeholders communicate openly and act quickly.
Looking Ahead
There’s a lot to be excited about. We’re seeing:
- Increased investment in technician training and certification.
- Expansion of parts stocking locations to reduce downtime.
- New platforms and podcasts that bring industry voices together.
- And growing involvement in organizations like TEI and the Electric Vehicle Council, which help shape standards and foster innovation.
Why I’m Still in the Field
I got into this space because I love solving problems—especially the messy, operational ones that happen in the real world. There’s something deeply satisfying about helping a site owner get back online, or guiding a driver through a confusing charging experience. It’s not glamorous, but it’s essential.
As the industry matures, I believe the next big leap won’t just be in technology—it’ll be in how we support it. That means better training, smarter tools, and a renewed focus on the people behind the infrastructure.
Final Thought
EV charging is more than plugs and kilowatts—it’s a service, a promise, and a public-facing part of the clean energy transition. If we want drivers to trust it, we have to make it work—every time. And that starts with the field.
