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    Service Engineering Manager - San Francisco, CA, United States - SPAN Inc

    SPAN Inc
    SPAN Inc San Francisco, CA, United States

    3 weeks ago

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    Description

    Want to save the world from climate change? If you love the adventure of working for a fast-paced startup and enjoy having your hands in a bit of everything, look no further.

    SPAN is hiring a Service Engineering Manager.

    Sitting within SPAN's Operations group and reporting to the Director of Support & Services, the Service Engineering Manager will lead our Service Engineering team and efforts.

    The Service Engineering team has two charters.

    One is to be the Tier 3 escalation point for our Tier 1 and 2 customer support team for resolving technically complex product issues in the field.

    The second is to manage our field service dispatches by coordinating with installers and homeowners.

    In this cross-functional role, you'll work with many groups from customer support, engineering, and accounting to technical services, applications engineering, and supply chain/manufacturing/quality.

    Your objective is to ensure that our Service Engineering team delivers excellent service to our installer and homeowner customers and is a supportive partner to customer support and engineering all while driving technically challenging issues to resolution, with an eye toward our field service costs and brand reputation.

    As such, we're looking for someone with strong management skills, deep customer empathy, and extensive technical experience in troubleshooting both software and hardware.

    Team management
    Support, coach, and manage the Service Engineering team in delivering excellent service
    Ensure appropriate coverage and capacity for Service Engineering tickets
    Identify and fill process and policy gaps by defining and documenting new SOPs
    Collaborate with our Customer Support Manager to expand and unify Service Engineering's use of Zendesk with Customer Support's usage of the tool
    Set and own the Service Engineering team's goals
    Coordinate with accounting to reconcile Service Engineering expenses and track them against the Service Engineering budget
    Provide input into the refinement of the scope and charter of the Service Engineering team
    Identify areas for efficiency in knowledge transfer and training
    Troubleshooting and customer service
    Handle escalated customer situations via phone and email (homeowner or installer)
    Build out the team's skill set to reduce escalations to engineering

    Provide input into the development of our internal tools that allow us to remotely troubleshoot products in the field via SSH, command line interface, log file analysis, etc.)


    Help advance a product offering to empower our partners to conduct some remote troubleshooting of products in the field
    Help create and maintain feedback loops with Engineering and Customer Support
    Interact with key strategic partners to facilitate our service of their customers and stand up support processes and coordination points with them
    Service Operations
    Oversee the management of field service cases and reporting in Salesforce
    Represent the voice of the field (installers) in internal conversations, advocating for product serviceability and install-ability
    Manage the build out of our library of service dispatch/truck roll documentation and SOPs, including for example, clarity around what SPAN pays for and what we don't
    Provide input into strategic questions around SPAN's approach to field service operations
    Partner with SPAN's supply chain, manufacturing, and quality group to support SPAN's efforts on failure analysis of field failures as well as the relevant reverse logistics
    Ensure we have appropriate levels of service stock inventory by collaborating with others internally and externally
    Oversee RMA decisions and the prompt return of products from the field
    Have 3+ years of management experience and 7+ years of overall experience
    Have deep experience troubleshooting complex hardware and software products
    Have experience working within a customer support ticketing tool
    Worked previously in Zendesk and/or Salesforce
    Spent time in the field troubleshooting and/or repairing complex products
    Experience troubleshooting networking equipment/connected devices
    An understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE)
    Experience with databases and creating software tools for automated analysis (SQL, python)
    Experience troubleshooting networking issues and/or IoT devices
    Experience working in Linux systems
    Experience with SQL and command line interfaces
    Prior experience building out an escalated technical support and/or field service organization

    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.

    Within the range, individual pay is determined by location and individual factors including relevant skills, experience and education or training.

    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.

    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.

    We're hiring talented individuals who are driven by success and are passionate about shaping the future of renewable energy.

    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 team building and company culture (events, meet-ups, clubs)
    Flexible hours and unlimited PTO
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