Residential Field Service Quality Lead

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 Quality team partners with the Field Service organization to improve efficiency metrics by identifying causes/ trends in efficiency metrics, developing improvement solutions with Engineering, and implementing US-wide field changes. Example efficiency measures actual field hours relative to Engineering time trial expectations and the rate of repeat field visits. Additional responsibilities include randomized desktop audits of field visits to provide technician-level feedback to Field Managers.
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.

Responsibilities

• 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
• Partner with Engineering to develop solutions to improve Field Service efficiency and customer experience, including new or modified procedures, automations and/ or tools
• Provide training and support to project and operations teams on efficiency improvement solutions and quality standards/ best practices
• Provide regular feedback to stakeholders regarding efficiency trends, process compliance issues, and procedure, automation & tool updates that may arise
• Manage remediation campaigns or proactive visits as determined by Engineering with Field Service stakeholders
• Track performance metrics, prioritize top issues and drive continuous improvement activities with cross-functional teams

Requirements

• Bachelors Degree in an Engineering/ Science major or equivalent experience in solar/ home storage installation
• Technical understanding of solar systems and energy storage systems and understanding of electrical code/ electrical theory
• Experience and understanding of customer service, technical support, and engineering environments
• Fluent with common Microsoft office programs (Word, Excel, PowerPoint)
• 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

Compensation and Benefits
Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program
Expected Compensation

$88,000 - $192,000/annual salary + cash and stock awards + 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.