Territory Manager, Field Service, Energy Products

2 weeks ago

Melbourne, Australia Tesla Full time

What to Expect
- Tesla is looking for an experienced Field Service Territory Manager based in Melbourne, Australia. This role will work to lead and expand the service operations for Tesla energy products as well as the EV infrastructure network, being actively deployed across Australia & New Zealand. The manager will ensure execution and continued development of the organization, capabilities, processes, systems, and reporting to ensure excellent customer service support for Tesla products. As this is a growing division within the company, this individual will work with sales, deployment and engineering to improve the end-to-end process for Tesla Operations and continuously refine this over time.

What You’ll Do
- Lead and manage a best-in-class Field Service team, ensuring they are meeting customer needs, are operationally efficient.
- Maintain sites and expansion within the region to achieve industry leading uptime targets in the most cost-effective manner
- Responsible for the creation, delivery, efficiency, and productivity of the Service programs in the field, both directly and with select service partners.
- Works with scheduling coordinator on a weekly basis to ensure efficient day-to-day operations across the Australia and New Zealand field team.
- Managing proactive and reactive maintenance, arranging resources to achieve goals and monitoring progress.
- Ensure team has appropriate parts, tooling and equipment to complete works effectively.
- Organise onboarding of each new Field Technician to ensure they have the appropriate PPE and preparedness for work
- Works closely with Customer Support Admin team to help resolve escalated issues and challenges, and create an internal support network to collaborate and help solve problems. NOTE: When appropriate, onsite support may be required to resolve escalated challenges
- Supports the development of best practices for all field service programs, with special attention paid to the overall customer experience. Works to establish quality and service standards, as well as establishing and enforcing installation standard guidelines.
- Helps build and develop third-party service partners. Communicates regularly with the contractors on expectations, new programs and processes, and opportunities for improvement. Works with the department, technical support, and operations to ensure the needs of the installer community are represented.
- Work closely with the support teams to determine and continue to improve the most effective spare parts supply chain management strategy for the region
- Provide thought leadership and input for all relevant training & development programs for both internal team members and relevant partners.
- Continually develop and implement new processes and tools together with support teams to improve customer experience and operational productivity throughout the region.
- Control overall regional spend and continuously propose cost effective solutions
- Perform other related duties as required

What You’ll Bring
- Qualified Electrician or BS Degree in either Engineering (Mechanical, Industrial, Electrical, Mechatronics) or equivalent experience professional experience
- Minimum of 5-7 years of relevant work experience, 3 of which in a comparable role preferably managing field teams
- Proven track record of highly effective team leadership
- Exceptional communication abilities across all facets of an organization (senior leadership, peers, sales, deployment and engineering teams)
- Previous experience in establishing and scaling a highly successful service/operations & maintenance organization
- Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of power systems including testing, diagnosis, HVAC service, inverters and repair of electronic systems and photovoltaic modules a plus
- Knowledge and experience using scan tools, development, following diagnostics and operating diagnostic equipment a plus

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