Director, Field Service & Utility Deployments

As the Director of Field Service & Utility Deployments at SPAN, you will oversee multiple critical responsibilities. You will develop and implement a vision for SPAN’s future field service operations, including building and managing a network of field service partners and ensuring product deployment with utility companies is efficient and customer-focused. Your role will involve liaising with various internal teams to streamline product support, enhancing documentation for service processes, and overseeing customer service requests. Additionally, you will manage warranty claims and ensure high-quality customer experience through effective team performance and metrics-driven improvements.

To apply for the Director of Field Service & Utility Deployments role at SPAN, candidates should possess 15-20+ years of experience in field service or operations, with a strong background in electrical systems such as solar energy, electric vehicle charging, or home appliances. Furthermore, experience in managing external partnerships or vendor relationships is crucial, as is familiarity with ticketing tools like Zendesk or Salesforce. Ideal candidates are structured thinkers, strong communicators, and exhibit a sense of urgency and a commitment to customer service excellence.

The Director of Field Service & Utility Deployments plays a crucial role in enhancing customer experience at SPAN by ensuring the timely and efficient servicing of SPAN’s innovative electrical products. This position liaises closely with various teams to handle field service requests and product issues, fostering a customer-first approach. By overseeing operations and logistics during product deployment and managing external service partners, this role directly contributes to customer satisfaction and loyalty, ensuring that SPAN continues to deliver exceptional service throughout the entire customer journey.

Successful candidates for the Director of Field Service & Utility Deployments role at SPAN demonstrate strong leadership qualities, exceptional communication skills, and a collaborative spirit that fosters teamwork and shared outcomes. They possess an analytical mindset that enables data-driven decision-making and maintain a focus on continuous improvement. The ability to manage partnerships effectively, coupled with a keen eye for safety and risk assessment, ensures that systems are optimized for success. Moreover, having an entrepreneurial attitude and passion for problem-solving in the field of renewable energy enhances their effectiveness in this role.

The working environment for a Director of Field Service & Utility Deployments at SPAN is dynamic and innovative, where creativity and teamwork are highly valued. Located in San Francisco's vibrant SoMa neighborhood, the company fosters a culture that emphasizes open communication and collaboration. Employees enjoy a supportive work atmosphere with opportunities for professional growth. SPAN’s commitment to diversity and inclusion applies to all roles, ensuring a rich exchange of ideas and perspectives that contribute to collective success. With a focus on employee well-being, SPAN also provides flexible hours and unlimited PTO.

In building the field service team at SPAN, I would prioritize understanding the specific needs for each operational area by leveraging data and collaborating with key stakeholders. Creating a clear vision for team structure and individual roles based on expertise and service demand will be essential. I’d focus on hiring a diverse group with a mix of skills and backgrounds while fostering a supportive environment that promotes continuous learning and accountability.

To improve customer service in field operations at SPAN, I would implement feedback loops to capture customer insights actively, using this data to optimize our service delivery. Additionally, training and empowering field staff to make decisions that enhance customer experience would be vital. I would also prioritize communication – keeping customers informed during service processes to minimize uncertainty and ensure timely resolutions.

During a product recall at my previous company, I led a cross-functional team to rapidly address customer concerns. We established clear communication protocols with affected customers, guiding them through the recall process. I organized resources for efficient part replacements and ensured that feedback was analyzed to bolster product safety and customer trust. Post-recall, I led initiatives to revise our SOPs, improving our processes for handling future events.

A successful field service strategy combines effective team management with robust technology integration and proactive customer engagement. It should be data-driven, using metrics to gauge performance regularly, and adaptive to customer needs and market changes. By fostering strong internal and external partnerships, the strategy would ensure timely service deliveries and consistent communication, ultimately resulting in elevated customer satisfaction.

One potential challenge is establishing a new field service function from scratch. I anticipate needing to streamline processes and build a cohesive team that aligns with SPAN’s mission. Additionally, integrating our service approach with utility partnerships may require navigating different operational practices and standards. However, these challenges can be addressed with a transparent strategy, clear communication, and ongoing collaboration with all stakeholders.

To ensure compliance with safety regulations in field service operations, I would establish stringent training programs that educate all team members on the necessary safety protocols. Regular safety audits and assessments would be performed to identify and mitigate risks. Partnering with compliance teams to stay updated on regulatory changes and ensuring transparent communication about safety expectations will also be crucial in safeguarding our employees and customers.

Prioritizing tasks in field operations involves effective project management techniques, including creating a clear list of objectives and deadlines. I would assess project impact based on customer needs and company goals, allocating resources efficiently to critical tasks first. Utilizing digital tools for project tracking and regular check-ins with my team would help maintain focus and adaptability in dynamically changing environments.

In previous roles, I successfully managed multiple vendor relationships by implementing structured evaluation processes to ensure they met our operational standards. I fostered open communication channels, allowing for constructive feedback and addressing issues ahead of time. Regular performance reviews and collaborative planning sessions helped align our goals and maintain effective partnerships.

Measuring the success of the field service department requires a combination of quantitative and qualitative metrics. Key performance indicators may include response times, first-time fix rates, customer satisfaction scores, and service cost efficiency. Additionally, I would incorporate feedback from customers and team members to assess service effectiveness and areas for improvement.

I am excited about the opportunity to work at SPAN because of the company’s commitment to transforming energy usage and enabling sustainable practices. The chance to build and shape a critical function while impacting customer experience resonates with my passion for innovation and service excellence in the renewable energy field. I am eager to contribute my extensive experience and collaborative spirit to a company making significant strides toward a greener future.