Position Summary
We are seeking an experienced Field Service Manager to join our growing team. This critical role will be responsible for ensuring the optimal performance and reliability of our EV charging stations. The Field Service Manager will work closely with the Head of Network Engineering, field technicians, and the Network Performance Manager to establish, document, and implement processes, procedures, and systems that guarantee visibility and timely troubleshooting, repairs, upgrades, and commissioning of our charging infrastructure.
In addition to implementing processes and procedures, the Field Service Manager will manage the performance of the chargers, maintenance, and repairs, continuously making changes and improvements to increase uptime, reliability, and efficiency. The role will involve conducting trend analysis to identify systemic issues, implementing corrective actions, and understanding common causes of failures to proactively address potential problems. The Field Service Manager will play a key role in optimizing the overall effectiveness of field services and ensuring a high level of operational excellence.
Responsibilities
- Process and Systems Implementation: Collaborate with the Head of Network Engineering to establish and document robust processes, procedures, and systems for field service operations, including troubleshooting, repairs, upgrades, and commissioning of EV charging stations.
- Technician Coordination: Work with the Tech Lead to ensure efficient scheduling and dispatching of field technicians, ensuring visibility of work order status, completion, and resource adequacy.
- Performance Management: Oversee the performance of the network, making continuous improvements to enhance uptime, reliability, and efficiency.
- Trend Analysis & Issue Resolution: Conduct trend analysis to identify systemic issues, implement corrective actions, and understand common causes of failures.
- Maintenance & Upgrade Campaigns: Manage maintenance, upgrade, and other operational campaigns to ensure the ongoing reliability and performance of EV charging stations.
- Performance Analysis & Optimization: Collaborate with the Network Performance Manager to understand usage and availability of charging stations to optimize station performance through hardware improvements, improve customer experience, manage operational costs, and increase field service margins.
- Customer Experience Enhancement: Collaborate with Customer Service to understand and address customer issues strategically, enhancing overall customer satisfaction.
- Cost Management: Track, reconcile, and forecast field operational costs, including managing spare parts inventory and usage.
- SLA Management: Manage internal and external Service Level Agreements (SLAs), ensuring timely response times and adherence to scopes of work.
- Warranty Management: Oversee and manage warranty processes with suppliers, ensuring timely resolution of issues and compliance with warranty terms.
- KPI Tracking: Monitor, track, and report key performance indicators (KPIs) to maintain the entire portfolio of charging sites, providing insights and updates to various stakeholders.
- Vendor Collaboration: Work closely with systems and vendors to ensure proactive and reactive maintenance of charging infrastructure.
- CMMS Implementation: Lead the selection and implementation of a Computerized Maintenance Management System (CMMS) to streamline field service operations.
- Team Leadership: Provide leadership and training to field service teams, fostering a culture of excellence and continuous improvement.
Qualifications
- Experience: Minimum of 5 years of experience in a field management capacity within the EV charging or related industry.
- Technical Expertise: Deep understanding of DC Fast Charger (DCFC) technology and infrastructure.
- Process-Oriented: Proven track record of implementing robust field services management programs, including processes, procedures, and training.
- CMMS Knowledge: Experience in selecting and implementing a CMMS.
- Analytical Skills: Strong analytical skills with the ability to analyze data and develop strategies to optimize station performance.
- Communication: Excellent communication skills, with the ability to collaborate effectively across teams and with external vendors.
- Leadership: Strong leadership abilities, with experience in managing and training field service teams.
- Customer Focused: A customer-first mindset, with a commitment to improving the EV charging experience.
Candidates based in Southern CA