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Service Operations Manager

Remote
about 1 month ago
Full time role

Company

SPAN is developing products to enable rapid adoption of renewable energy and deliver an intuitive interface for the home. We ...

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Job Description

Our Mission  

SPAN develops products that accelerate the rapid adoption of renewable energy in the home. The flagship SPAN Smart Panel is the first true evolution for the traditional home electric panel, harnessing enhanced technology for metering, monitoring, and control. An expanded product suite of intelligent, integrated solutions radically lowers the cost and complexity of energy upgrades–including solar, batteries and EVs–empowering homeowners to be active, resilient and informed players in the energy market. 

 

The Role

SPAN is growing fast and we’re looking for a Service Operations Manager to manage and support our Service Team. This role will interact with our technically-minded installers and non-technical homeowners as well as our internal teams such as Support, Manufacturing, Accounting, Fulfillment, Quality and Engineering. This role involves driving the resolution of technically challenging and diverse issues in the field; as such it requires a generalist’s mindset and an eagerness to learn and develop broad expertise of SPAN’s products, across hardware and software. A SPAN Service Operations Manager is patient, empathetic, and eager to drive process and product improvements to ensure an excellent customer experience and being an exemplary leader.

Responsibilities

  • Support our growing Service Team with daily management functions

    • Creating policies and procedures for Service Dispatch / Truck Rolls

      • interacting with 3rd party electrician installers via phone and email

      • shepherding invoice processing for Service Dispatches

    • Owning the RMA process from start to finish including, but not limited to:

      • shipping and receiving of replacement/damaged parts, failure/root cause analysis, and reporting results of said analysis to Product Quality, Engineering, and Manufacturing teams

      • creating, updating and maintaining Service SOPs including, but not limited to:

        • Salesforce Cases, orders and issues reporting

        • bar code printing, test bench tools, supplying the team with everything needed to succeed

    • Growing the Service Team and Service functions of this dynamic and exciting startup as needed

      • define and create “re-manufacturing” processes

      • keep a keen eye on scalability as our fleet of product grows and diversifies

      • be the voice of the field related to Service issues

      • maintain SPAN’s perspective to the market on Warranty related issues

  • Supporting the Support Team

    • handing off technical issues that need field intervention

    • creating and maintaining processes for issue resolution and documentation

    • managing staff that handles Tier3 escalations

    • collaborating to serve as the “customer advocate” for product improvements and feedback to the Engineering team, and help define requirements for future products & design iterations

    • use data analysis to identify opportunities for product & process improvements

About You 

Required Qualifications
  • Proven leadership experience in a high paced and nimble start-up environment

  • Demonstrated propensity to solve challenging technical problems

  • Exceptional written and verbal communication

  • Empathy for customer problems and drive to continually improve their experience with the SPAN brand and our products

  • Field experience in electrical installation, service and troubleshooting

  • Bachelor’s Degree in Engineering or equivalent experience is helpful

Bonus Qualifications
  • Understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE)

  • Experience with working in ticketing systems (e.g. Zendesk, Salesforce Jira)

  • Experience working on hardware root cause analysis.

  • Experience with databases and creating software tools for automated analysis (SQL, python)

Technical troubleshooting experience (e.g. reading software logs)

 

Life at SPAN

SPAN embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. 

Headquartered in San Francisco’s vibrant SoMa neighborhood, we are an eclectic group of creative thinkers who value open communication, teamwork, and a ‘make it happen’ approach to addressing complex challenges. 

Our CEO, Arch Rao⁠—former head of the Tesla Powerwall team⁠—fosters an energetic and collaborative environment, with a strong emphasis on maintaining work-life-balance across the organization.

We’re hiring talented individuals who are driven by success and are passionate about shaping the future of renewable energy. If that sounds like you, we’d love for you to consider joining the rapidly growing team at SPAN.

The Perks:

⚡ Competitive compensation + equity grants at a well-funded, venture-backed company

⚡ Comprehensive benefits (including medical; dental, vision, life and disability insurance)

⚡ Comfortable, sunny office space located near BART and Caltrain public transit

⚡ Strong focus on teambuilding and company culture (events, meet-ups, clubs)

⚡ Flexible hours and unlimited PTO

Our Mission & Values:

At SPAN, we believe that powering your home with clean energy should be a simple and delightful experience that is at its essence human-centered and technology-forward.

Our core values include:

  • Making home energy more accessible, intuitive, and convenient.
  • Enabling homes and vehicles to be powered by the sun.
  • Building resilient homes with reliable power.
  • All-electric everything.
  • A more flexible & distributed grid.

Interested in joining our team? Submit an application today and we’ll be in touch with next steps!

 

 

SPAN is developing products to enable rapid adoption of renewable energy and deliver an intuitive interface for the home. We ...

View Company Profile