Director of Field Service and Utility Delivery

Director of Field Service and Utility Delivery OUR MISSION SPAN IS ENABLING ELECTRIFICATION FOR ALL ⚡ WE ARE A MISSION-DRIVEN COMPANY DESIGNING, BUILDING, AND DEPLOYING PRODUCTS THAT ELECTRIFY THE BUILT ENVIRONMENT, REDUCE CARBON EMISSIONS, AND SLOW THE EFFECTS OF CLIMATE CHANGE. - Decarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere. - Electrification is the process of replacing fossil fuel appliances that run on gas or oil with all-electric upgrades for a cleaner way to power our lives. AT SPAN, WE BELIEVE IN: - Enabling homes and vehicles powered by clean energy - Making electrification upgrades possible - Building more resilient homes with reliable backup - Designing a flexible and distributed electrical grid THE ROLE SPAN is hiring a Director of Field Service & Utility Delivery to lead all aspects of SPAN’s physical operations at scale, which includes 1) delivering on utility contracts by managing large scale deployments of SPAN Edge hardware and our Fleet Manager software, then overseeing ongoing utility programs, and 2) post installation servicing of the entire SPAN fleet. Sitting within SPAN’s highly collaborative Support & Services group, you will be our singular Field Service leader and have the opportunity to define and build the function from the ground up. In the near term this will involve both strategic efforts and rolling up your sleeves to do some work yourself as we define and build out the function. In this highly cross-functional role, you will partner closely with the Customer Support, Service Engineering, Supply Chain/Fulfillment, Accounting, Manufacturing Quality, and Commercial teams to ensure that product issues requiring physical remediation are taken care of expeditiously and utility customers move seamlessly from the commercial phase to the delivery and support phases. RESPONSIBILITIES - 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 ... (truncated, view full listing at source)