Director of Field Service and Utility Delivery

Location

San Francisco

Full time

Hybrid

Customer Support

• $184.5K – $246K
  • Offers Equity

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 tell you more about the specific salary range for the location this role is based during the hiring process.

• Decarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere.

• Electrification is the process of replacing fossil fuel appliances that run on gas or oil with all‑electric upgrades for a cleaner way to power our lives.

• Enabling homes and vehicles powered by clean energy

• Making electrification upgrades possible

• Building more resilient homes with reliable backup

• Designing a flexible and distributed electrical grid

SPAN is hiring a Director of Field Service & Utility Delivery to lead all aspects of SPAN’s physical operations at scale, which includes
1) delivering on utility contracts by managing large scale deployments of SPAN Edge hardware and our Fleet Manager software, then overseeing ongoing utility programs, and
2) post installation servicing of the entire SPAN fleet. Sitting within SPAN’s highly collaborative Support & Services group, you will be our singular Field Service leader and have the opportunity to define and build the function from the ground up. In the near term this will involve both strategic efforts and rolling up your sleeves to do some work yourself as we define and build out the function.

In this highly cross‑functional role, you will partner closely with the Customer Support, Service Engineering, Supply Chain/Fulfillment, Accounting, Manufacturing Quality, and Commercial teams to ensure that product issues requiring physical remediation are taken care of expeditiously and utility customers move seamlessly from the commercial phase to the delivery and support phases.

• Partner with the VP of Support & Services to develop a vision for SPAN’s approach to field service for all sales channels (solar and storage, new homes, utilities, etc.) and approaches to a third‑party, field service network. Bring your vision to life by creating that field service network, including partner sourcing, diligence, and evaluation. Participate in contract negotiation and performance expectation definition.
  
  Manage these partner relationships to ensure high‑quality service delivery and cost‑effectiveness.

• Collaborate with key internal cross‑functional partners to 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.

• Oversee the development, maintenance, and continuous improvement of our field service documentation and standard operating procedures (SOPs), including but not limited to external resources for service parts replacement, SOPs for third parties, and internal processes/policies.

• Build playbooks for - and manage - quality events and field investigations or part replacement activities if necessary. Analyze data related to field service activities to drive key decisions.

• Oversee the handling of customers’ field service requests. Be an escalation point for advice and decisions as needed as the team handles customer requests for parts. Manage these activities to ensure we consistently…