SPAN

Director of Field Service – Utility Delivery

SPAN

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $184,500 - $246,000 per year

Job Level

Lead

About the role

  • Partner with the VP of Support & Services to develop a vision for SPAN’s approach to field service for all sales channels (solar and storage, new homes, utilities, etc.) and approaches to a third-party, field service network. Bring your vision to life by creating that field service network, including partner sourcing, diligence, and evaluation. Participate in contract negotiation and performance expectation definition. Manage these partner relationships to ensure high-quality service delivery and cost-effectiveness.
  • Collaborate with key internal cross-functional partners to drive field service and service parts strategy, decisions, processes, and tooling, especially, but not exclusively, related to the launch of new products and the sunset of products that are being retired.
  • Oversee the development, maintenance, and continuous improvement of our field service documentation and standard operating procedures (SOPs), including but not limited to external resources for service parts replacement, SOPs for third parties, and internal processes/policies.
  • Build playbooks for - and manage - quality events and field investigations or part replacement activities if necessary. Analyze data related to field service activities to drive key decisions.
  • Oversee the handling of customers’ field service requests. Be an escalation point for advice and decisions as needed as the team handles customer requests for parts. Manage these activities to ensure we consistently deliver an excellent customer experience.
  • Judiciously administer warranty claims and advise Customer Support agents on warranty questions/concerns. Manage SPAN’s warranty claim processing and warranty tracking holistically.
  • Manage inventory of service parts, including projecting inventory needs and then collaborating cross functionally on packaging development, procurement, and setting up parts with our third party fulfillment center and internal/external systems.
  • Enable and support distributors and other third parties in stocking service parts.
  • Build deep knowledge of all SPAN products, their evolution over time, and their field applications, ensuring you and/or your team are expert resource for Customer Support and Service Engineering on product installation questions as well as service parts compatibility.
  • Develop a suite of key performance indicators (KPIs) for both Field Service and Utility Delivery/Support. Monitor, measure, and improve those metrics over time. Regularly assess utility program outcomes, implementing improvements as necessary to enhance effectiveness.
  • Collaborate closely with your Customer Support and Service Engineering management peers to ensure alignment in process and philosophy of handling customer issues.
  • Oversee the planning and execution of large-scale utility deployments, ensuring seamless coordination across internal cross-functional teams, utility partners, and external stakeholders. Establish clear milestones, manage risks, oversee the budget, and drive operational excellence to ensure successful implementation and adoption. This operational enablement phase will include items like utility customer onboarding, third-party training, hardware deployment, support model definition, coordinating joint marketing efforts, and software set up.
  • Work closely with counterparts in Commercial (e.g. strategic account owner who owns the commercial relationship) and Customer Support (e.g. technical account engineer responsible for operational account management) to ensure the utility's seamless cycle throughout key phases of the relationship: commercial, delivery, and support.
  • Create playbooks for utility delivery by defining workable models for large scale utility deployments.
  • Support the definition of SPAN’s business plan for utilities, including the design of service packages (field service, support, software, etc.), pricing structures, and value propositions that align with market needs and standards. Conduct market analysis and gather stakeholder feedback to refine offerings and ensure long-term program success.

Requirements

  • 15+ years of experience in field service, field operations roles, or utility field services roles
  • Experience managing a field operations and/or fleet management function (i.e. physical operations of distributed hardware assets) including people management, process and playbook development and optimization, tooling implementation and integrations, and more. Bonus points for past experience standing up a field service network.
  • Experience building and managing external partnerships or vendor relationships, including business development of those relationships, diligence, negotiation, and ongoing management of partner performance.
  • Technical knowledge and experience in electrical systems (e.g. electrical panels, solar and storage systems, electric vehicle charging infrastructure, home appliances, automotive equipment, or similar.
  • Familiarity with utility and/or enterprise operations requirements.
  • Experience managing work within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)
Benefits
  • Competitive compensation + equity grants at a well-funded, venture-backed company
  • Comprehensive benefits: 100% employee premiums for base plans on medical, dental, vision with options for additional coverage. Parental leave up to twenty four (24) weeks depending on eligibility
  • Comfortable, sunny office space located near BART and Caltrain public transit
  • Strong focus on team building and company culture: Employee Resource Groups, monthly social events, SPANcakes recognition breakfast, lunch, and learns
  • Flexible hours, one holiday per month, and flexible time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
field service managementfield operationsfleet managementprocess developmentplaybook developmenttooling implementationelectrical systemssolar systemsstorage systemselectric vehicle charging infrastructure
Soft skills
partner relationship managementnegotiationcustomer experience managementcross-functional collaborationdata analysisproblem-solvingproject managementcommunicationleadershipoperational excellence