Service Performance Manager Service Performance Manager Service Performance Manager

Volkswagen AG

5d•$69,900 - $140,000•Remote

About The Position

Electrify America is committed to revolutionizing the way people charge. As the country's largest open DC fast charging network, Electrify America is actively contributing to electrifying mobility today and building a more sustainable future. At Electrify America, we value innovation, collaboration, and a commitment to sustainability. We strive to establish a diverse and inclusive workplace where employees can develop personally and professionally. As a team member at this rapidly growing company, you can work on state-of-the-art technology and join a team making a significant impact in the world. If You're interested in joining a dynamic, innovative company, Electrify America is a place where you can learn, grow, and make a difference! Brief Role DescriptionThe Service Performance Manager (SPM) is an integral part of Operation at Electrify America. They set the policy, procedures, and process for how all work orders get assigned. They are responsible for ensuring the right resource gets matched for each work order, and that the time it takes to do so is kept to a minimum. They get hands on, calling technicians in the field to get answers which inform updated decisions on resource allocation and lead a team to do the same. The purpose of this position is to ensure scheduling practices are always optimal, and this requires the ability to work cross-functionally to create and evolve processes as business needs change. They suggest improvements to the software used in the process and continually capture lessons learned to inform process changes. The SPM leads a team responsible for scheduling work 7 days per week to ensure maximum uptime of our charging network. They maintain a database of vendors and internal teams, create scopes of work to resolve charger issues, and verify parts are shipped to the right technician to complete repairs within very short timelines. This critical position provides backend support for technicians in the field, by facilitating their travel, parts in transit, and helping them troubleshoot issues. The services performed by the SPM and their team are considered a force multiplier, allowing FSEs in the field to be more efficient. The SPM acts as an escalation point during normal operations and during 24/7 emergencies to help re-route and re-assign resources based on urgent needs, balancing the severity of the situation against KPIs like cost, availability, utilization, and SLA. The SPM achieves results through a team of regionalized Service Advisors, each with their own area and group of technicians they support. The SPM is accountable for efficient scheduling and must ensure that utilization and availability targets are met. As a result, they are critical in informing FSE and vendor staffing requirements, region size, and other efficiency-oriented decisions.

Requirements

5+ years of relevant experience
Bachelor’s degree or equivalent practical experience required.
Communication – Possess high-level ability to effectively communicate both verbally and written.
Technology – Skilled in the use of software and systems necessary for job function.
Problem-Solving – Showcase a proven ability to quickly develop effective solutions to new problems.
Leadership – Build strong relationships and serve as a leader of a team of ~4 Service Advisors as well as others in the organization.
Composure – Maintain a high level of emotional control, ensuring a “calmest in the room” perception from all areas of business.
Resource Management – Ensure that Service Advisors and Field Service Engineering (FSE) Team is properly loaded to support critical assets.
Developing Direct Reports – Serve as mentor, educator, advocate, and confidant for direct reports, ensuring a high level of trust, support, and growth potential is felt by team.
Field service scheduling – able to anticipate the needs of technicians in the field and balance them against the demands for their services to reach optimal utilization and charger availability.
3+ years of Operations/Project Management experience in a relevant field.
Deep understanding of CMMS systems with experience in development and deployment.
Leadership and mentoring direct reports.
Strong time management and multitasking abilities.
Robust collaboration skills and ability to lead through influence.
Process improvement – a keen eye to spot process improvements and the drive to see them through using expert collaboration.

Nice To Haves

Project Management Professional certification

Responsibilities

Oversee support operations of the Service Advisor team
Manage a team of regionalized Service Advisors, each with their own team of FSEs and vendors that they support.
Maintain 70% utilization or better within the FSE team by efficiently loading and scheduling.
Develop processes to automate scheduling using advanced software.
Interface between leadership and the field to balance the needs of the organization and achieve KPIs.
Communicate and collaborate with internal departments to remove roadblocks and ensure successful resolution to network ailments.
Work with Region and District managers to support their projects and critical network outages , ensuring that proper communication flows seamlessly throughout organization, a resolution is reached, and all stakeholders remain informed.
Manage a 7-day operation that schedules all work order with the right resource and parts within the required KPI.
Be on-call for weekend and after hours support to ensure maximum charger uptime.
Other tasks and duties as assigned.
Develop and Maintain Processes to optimize field service execution
Develop and maintain training material for all Service Advisor job functions.
Standardize processes relating to scheduling and field execution.
Develop and maintain a common knowledge repository.
Work with NOC, Site-Ops, and Software project teams to ensure maximum efficiency and to act on lessons learned.