Residential Field Service Program Manager

Tesla's Energy & Charging Services organization operates and maintains deployed assets including North American residential & commercial solar, global behind-the-meter & front-of-meter storage, and global electric vehicle charging infrastructure. The mission of the organization is to maximize fleet health and delight our customers while minimizing the cost of maintaining the fleet.

The Residential Field Service Program Manager is responsible for solving complex, cross-functional problems that affect our Field Service organization's ability to operate & maintain solar and storage assets. This requires partnership with Engineering, Suppliers, Field Service, and other stakeholders to identify root causes, propose solution options, select a solution, implement the solution, and validate efficacy.

The Residential Energy Service Operations Programs team is embedded in daily operations, supporting both near-term execution and long-term planning. Team members are expected to partner closely with the business to analyze technical data, provide recommendations, and lead cross-functional decision-making and implementation of the recommendations.

• Review primary information from Residential Field Service visits including technician documentation, system performance, site observations, and customer feedback
• Structure and categorize causes of Residential Field Service inefficiencies. Monitor trends and regional- or technician-level variations
• Define business requirements for Product Engineers (internal & suppliers), synthesizing system performance and stakeholder problem statements
• Partner with Engineering and suppliers to develop solutions to improve Field Service efficiency and customer experience, such as new/ modified procedures, automations, and/ or tools
• Manage remediation campaigns or proactive visits as determined by Engineering with Field Service stakeholders
• Provide training and support to project and operations teams on efficiency improvement solutions and quality standards/ best practices
• Provide accurate and insightful analysis and reporting, presenting the data in a clear format for presentations and regular KPI reviews
• Bachelors degree in an Engineering/ Science major or equivalent work experience
• Technical understanding of solar systems and energy storage systems and understanding of electrical code/ electrical theory
• Ability to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited direction
• Excellent analytical and problem-solving skills, with the ability to manage complex information and make data-driven decisions
• Highly organized, self-driven, and highly reliable. Attention to detail and follow through on execution of tasks. Structured and professional written and verbal interpersonal communication skills
• Experience and understanding of field service, customer service, technical support, and engineering environments
• Fluent with common Microsoft office programs (Word, Excel, PowerPoint)

Benefits

As a part-time Tesla employee, you will be eligible for:

• 401(k) with employer match
• Employee Assistance Program
• Sick and Vacation time
• Tesla Babies program
• Back-up childcare and parenting support resources
• Pet Insurance

Expected Compensation

$88,000 - $162,000/annual salary + benefits

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.