Challenges Charge Point Operators face in service and maintenance of fast chargers and what can be done to overcome them.

When electromobililty finally became an interesting topic for the end users, when people started looking for the electric and plug in hybrid cars, they met some obstacles; lack of the public charging infrastructure. This automatically started a race of the CPOs and manufacturers to offer better, cheaper and more attractive solution. New companies opened, some of them had to close their operations after a while. We are now getting close to the point when only the stronger and better organised will survive.

People say “differentiate of die” – find something that makes you stand out from the crowd, show the added value of the product. In my opinion, in the end a charger is a charger – it’s a big box that is supposed to let you get back on a highway, wherever you are going, as soon as possible. However sometimes we forget that it’ not only about the attractive design or unusual features. It’s about what happens after the deal is closed and the charger is installed – after sales care. And this is where I like to say: “Adjust or die”. Adjust to the market’s needs and people’s voice. Hear them out, ask about their pains, put yourself in their shoes and try to find a way to make their experience unforgettable – in a good way.

As the demand for electric vehicles grows, Charge Point Operators play a critical role in ensuring a seamless charging experience. However, it’s a well known fact that deploying and maintaining fast charging infrastructure in Europe presents several challenges, especially in service and maintenance area. Fast chargers are sophisticated devices that require consistent upkeep to ensure reliability, safety, and efficiency. So what challenges are we facing then?

Complexity of equipment

Fast chargers are technologically advanced, requiring specialised skills to service and repair. As the power levels increase (e.g., >150 kW), the complexity of maintaining them rises significantly. CPOs often struggle with a lack of qualified technicians who understand the complexity of fast chargers, leading to longer downtimes and higher maintenance costs. Access to replacement parts is another significant challenge. Given that fast chargers often use proprietary components, delays in part shipments from manufacturers can leave stations inoperable for extended periods.

High maintenance costs

Fast chargers require regular preventive maintenance to ensure optimal operation, but these checks can be costly, especially for smaller operators. Balancing the cost of routine servicing with maintaining profitability is a constant struggle for CPOs. Fast charging stations, especially those in public spaces, are susceptible to vandalism and heavy use, which increases maintenance needs. Damaged cables, screens, and connectors are common issues that can take stations offline and incur significant repair costs.

Interoperability and software issues

Fast chargers rely heavily on software for their operation, from managing power flow to enabling payments. Ensuring that these software systems remain updated and compatible with different vehicles and networks is a recurring challenge. Incompatibility issues can lead to service disruptions or incomplete charging sessions.

Remote Locations

Many fast chargers are located in remote or highway areas where technicians may not be readily available. This geographic spread makes it challenging to respond quickly to maintenance issues, leading to prolonged service interruptions, which negatively impact user trust and satisfaction and ROI process.

What can be done though to improve the situation?

The situation is not as bad as many can think. There are several ways that the after sales services can be brought to the higher level. More and more people start to realise that electromobility is not only about selling hardware or software, but promoting, educating and not leaving their customers alone when in need.

What can be done from both CPO’s and suppliers’ side?

For example the expansion of the training programs for technicians can help bridge the skills gap. Partnerships between CPOs, manufacturers, and technical institutes could foster the development of a qualified workforce capable of handling the complexities of fast charger maintenance.

Improving response times with help of geographically distributed service teams: CPOs can improve maintenance response times by strategically positioning their field experts in key regions. This could involve setting up service hubs near high-traffic charging locations or contracting third-party service providers who are local to specific regions and have easier access to the customer, can provide spare parts within 12-24h and help you in your local language.

Leveraging remote monitoring and diagnostic tools can enable technicians to identify and sometimes even resolve issues without needing to visit the site, reducing downtime and service costs. While L1 and L3 support (call center and field service) are a must have while starting a collaboration, it’s important to make sure that the company you are working with has a global team of experts who will be able to remotely access your system at any moment and fix the problem before you even realise it existed.

Local warehousing: CPOs can collaborate with manufacturers to establish local parts warehouses or distribution centers to ensure faster access to essential components, minimizing downtime due to parts shortages.

Reducing maintenance costs by implementing predictive maintenance technology, which uses data analytics to foresee potential failures before they occur, can help CPOs schedule maintenance more efficiently and prevent unexpected outages.

The deployment of fast charging infrastructure across Europe faces significant challenges in terms of service and maintenance, but these issues are not possible to overcome. By investing in workforce development, improving supply chains, embracing predictive maintenance technologies, and enhancing software interoperability, Charge Point Operators can mitigate the risks associated with downtime and costly repairs. As the EV market continues to grow, addressing these challenges will be critical to building a reliable and robust charging network that can support the electrification of transport across Europe.

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