Field Service Quality Lead, Residential Energy

What to Expect

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.

What You’ll Do

• 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

What You’ll Bring

• Bachelors degree in an Engineering/ Science major or or equivalent work experience

• 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

• 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