Senior Field Service Program Manager
July 31
🏢 In-office - San Francisco
Description
• Help develop the vision for SPAN’s future approach to field service by evaluating approaches to develop a third-party, full service network. • Alongside key cross-functional partners, guide and drive field service and service parts strategy, decisions, processes, and tooling, especially related to the launch of new products and the sunset of products that are being retired. • Develop, maintain, and continuously improve our field service documentation and standard operating procedures (SOPs). • Build playbooks for - and manage - both recall events and field investigations or part replacement activities if necessary. • In the short and medium term, handle customers’ field service requests (~20% of time). • Judiciously administer warranty claims and advise Customer Support agents on warranty questions/concerns. • Manage inventory of service parts, including projecting inventory needs. • Build deep knowledge of all SPAN products, their evolution over time, and their field applications.
Requirements
• 7-10+ years of experience in field service or field operations roles • Spent time in the trades as a technician, electrician, or installer of residential solar/battery, electric vehicle charging infrastructure, home appliances, automotive equipment, or similar • Spent time managing operations as mentioned above and/or have fleet management or maintenance experience • Experience managing external partnerships or vendor relationships, including business development of those relationships and diligence of the parties • Experience with new system implementation and integrations • Experience with documentation development, technician training, and service process development and optimization • Experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)
Benefits
• Competitive compensation + equity grants at a well-funded, venture-backed company • Comprehensive benefits (including medical; dental, vision, life and disability insurance) • Comfortable, sunny office space located near BART and Caltrain public transit • Strong focus on teambuilding and company culture (events, meet-ups, clubs) • Flexible hours and unlimited PTO
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