Senior Field Service Program Manager

The Company 

SPAN invented the smart electric panel. We transformed a century-old appliance into an intelligent device that can sense and control the sources and uses of electricity in your home. This makes going solar simpler, adding battery-based backup more valuable, gas appliances dispensable, EV fast-charging possible, appliance breakdowns preventable, and helps consumers save money on their energy bill.

Our mission is to enable electrification for all. We are working to design, build, and deploy products that electrify our built environment, decarbonize our world, and slow the effects of climate change.

The Role

SPAN is hiring a Senior Field Service Program Manager to lead all activities related to the physical and in-person servicing of our growing fleet of products. Sitting within SPAN’s highly collaborative Support & Services group, you will be the first dedicated individual in this function with the opportunity to build it from the ground up. As such, you’ll have your hands in all things field service from the strategic to the tactical with the objective to determine SPAN’s approach to field service. You will own all activities in making the function a reality. In this highly cross-functional role you will partner closely with the Customer Support, Service Engineering, Supply Chain/Fulfillment, Accounting, Quality, and Commercial (distribution) teams to ensure that product issues requiring physical remediation are taken care of expeditiously and with the customer in mind.

Responsibilities

• Help develop the vision for SPAN’s future approach to field service by evaluating approaches to develop a third-party, full service network. Execute against our shared vision to create that network, including partner sourcing, diligence, and evaluation. Own and manage these partner relationships, including ongoing operational coordination. 

• Alongside key cross-functional partners, guide and 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.

• Develop, maintain, and continuously improve our field service documentation and standard operating procedures (SOPs), including but not limited to external resources for service parts replacement and internal processes.

• Build playbooks for - and manage - both recall events and field investigations or part replacement activities if necessary.

• In the short and medium term, handle customers’ field service requests (~20% of time) as a way to develop expertise in our customers, products, and processes. This includes corresponding with installers, homeowners, and distributors by phone and email, creating and managing field service cases and orders, identifying service contractors, processing invoices, and managing reverse logistics for failed products

• Judiciously administer warranty claims and advise Customer Support agents on warranty questions/concerns.

• 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.

• Build deep knowledge of all SPAN products, their evolution over time, and their field applications, become an expert resource for Customer Support and Service Engineering on product installation questions as well as service parts compatibility.

About You

We are looking for someone with the following experience.

You have…

• 7-10+ years of experience in field service or field operations roles

• Spent time in the trades as a technician, electrician, or installer of residential solar/battery, electric vehicle charging infrastructure, home appliances, automotive equipment, or similar

• Spent time managing operations as mentioned above and/or have fleet management or maintenance experience 

• Experience managing external partnerships or vendor relationships, including business development of those relationships and diligence of the parties

• Experience with new system implementation and integrations

• Experience with documentation development, technician training, and service process development and optimization

• Experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)

Other attributes:

• Are a structured and analytical thinker

• Bring both a sense of urgency and a strong customer orientation to your work and understand the importance of being an escalation point for customer issues

• Have strong judgment and a keen eye for risk and safety issues

• Enjoy being a generalist and having your hands in a bit of everything

• Bring an entrepreneurial spirit and a love of problem solving to every challenge you encounter

• Are detail oriented, organized, efficient, and reliable. You do what you say you’re going to do with a strong sense of urgency

• Are a strong communicator, both written and verbally, and easily adapt your communication for different audiences (technical vs not technical)

• Have a continuous improvement mindset 

• Are scrappy and have a knack for excelling in complex and ambiguous situations

• Are highly collaborative and can work toward and negotiate shared outcomes with both internal and external parties whether customers or partners

• Have a strong sense of ownership

The U.S. base salary range for this position is $110,000 - $174,000 plus benefits, equity and variable compensation for Sales-related roles. This range represents SPAN’s good faith estimate of competitively-priced salary for the role based on national, real-time industry data from companies of a similar growth stage. This range reflects minimum and maximum new hire salaries for the role across US locations. Within the range, individual pay is determined by location and individual factors including relevant skills, experience and education or training. This range correlates to the relative level of the candidate we believe we need for the role and may require an adjustment for candidates of a different level. 

Your recruiter can share more about the specific salary range for the location this role is based during the hiring process. 

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. 

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

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