Service Technician - Amsterdam jobs at Tesla in Netherlands, Amsterdam

• Plan, execute and track internal and external field repair campaigns

• Track internal and external costs to determine when to outsource work

• Share recurring project updates and release notes, ensuring all stakeholders have clear information on the status, risks, key actions, and timelines for completion

• Find, onboard, contract and train 3rd party vendors on the relevant scope of works

• Review, understand and negotiate contractor quotes to determine best path to repair

• Manage regional project costs, negotiations and contracting as required

• Identify opportunities to innovate, enhance and improve the service business

• Partner with programs team members to develop and prioritize systems requirements based on business need and forecasted impact, managing a clear high-level roadmap with respective sub-projects and target timelines.

• Monitor, measure, and provide feedback on process performance related to productivity/efficiency gains, customer satisfaction and revenue

• Work closely with the deployment team during the design and construction phase to ensure serviceability of the projects and operationalize contractual requirements.

• Develop and implement best practices and procedures for various maintenance activities related to Tesla energy storage equipment and associated balance of plant

• Develop and implement spare part strategy to maximize asset operation

• B.S or M.S in Electrical Engineering or relevant experience in a technical project management role.

• 5+ years of professional experience within the energy, utilities, or industrial sectors

• Ability to comprehend and execute O&M service contracts

• Ability to review and assimilate electrical & construction drawings with a strong understanding of commercial battery storage systems and associated balance of plant systems including electrical, mechanical and control components.

• Advanced experience using project management software & tools with relevant certifications

• Strong analytical and quantitative skills with ability to use data and metrics for making assumptions and decisions

• Demonstrated success in complex problem solving and the ability to deal with ambiguity with a strong attention to detail.

• Excellent written and verbal skills both from a technical and client facing perspective with proven ability to present effectively and persuasively

• Lead and manage a best-in-class field service team, ensuring they meet customer needs, and are operationally efficient
• Maintain sites and expansion within the region to achieve industry leading uptime targets in the most cost-effective manner
• Responsible for the creation, delivery, efficiency, and productivity of the service programs in the field, both directly and with select service partners
• Be available for emergencies and be capable of pivoting resources on for a rapid response
• Works closely with customer support team to help resolve escalated issues and challenges and creates an internal support network to collaborate and help solve problems
• Determines and drives the development of best practices for all field service programs, with special attention paid to the overall customer experience
• Monitor overall regional spend and continuously propose cost effective solutions
• Develop training programs, including generation and maintenance of training course content, establish training requirements, and updates and monitors progress for all stakeholders
• Ensure, with the HR Manager, that the area of responsibility is properly organized, staffed, skilled and directed. Guide, motivate, and develop direct and indirect subordinates within HR policies
• Maintain high levels of communication and feedback within the service organization; prepare daily updates of work completed, problems identified, and future timelines
• Complete headcount planning, interviews, and candidate selection to attract, develop, and retain top talent to create an exemplary field service organization to strengthen your team

• Qualified Electrician or BS Degree in either Engineering (Mechanical, Industrial, Electrical, Mechatronics) or equivalent experience professional experience
• Minimum of 10+ years of relevant work experience, 3 of which in a comparable role preferably managing field teams
• Exceptional communication abilities across all facets of an organization (senior leadership, peers, sales, deployment, and engineering teams)
• Previous experience in establishing and scaling a highly successful service/operations & maintenance organization
• Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of power systems including testing, diagnosis, HVAC service, inverters and repair of electronic systems and photovoltaic modules a plus
• Excellent judgement in solving critical problems, ability to independently make decisions with limited direction
• Will have 2+ years’ experience creating scopes of work for maintenance or electrical services
• Excellent written and verbal skills both from a technical and client facing perspective
• Ability to work well with others in a collaborative team environment

Coordinate service parts and tools shipment:

• Work closely with the Field Service team and Engineering to create and prepare the orders to dispatch the required service parts and tools
• Work closely with Tesla’s logistic team to ensure completeness of shipping documentation
• Track shipments and deliveries and relay information proactively to customers

Schedule field activities:

• Act the main point of contact with Tesla’s customers to coordinate Field Service activities and schedule appointments
• Ensure the activities are documented and that all necessary parts and tools are available onsite
• Track service activities completeness and ensure accurate reporting to our customers
• Onboard new vendors and create purchase orders for activities which are subcontracted

Create Invoices:

• Create and send invoices to customers in line with contracts and the service activities performed
• Track payment status and follow-up with customer as necessary
• Support the finance department with payment allocation

Other:

• Work with O&M Commissioning Manager to plan for upcoming Commissioning cases
• Work with the regional field service managers to ensure department service level objectives are met
• Work preparation making sure procedures are clear, parts and software are made available

• 2+ years of coordination experience in business operations and/or logistics/supply chain

• Excellent computer skills especially using Microsoft Office Suite
• Excellent written and verbal skills with professional fluency in English required both from a technical and client facing perspective
• Excellent analytical skills with ability to manage voluminous amounts of data
• Highly collaborative, team oriented, and comfortable leading cross-functional projects

• Diagnose: You will evaluate, diagnose, review and resolve the needs of customers
• Root Cause Analysis: The time you will spend on one or multiple related customer cases will vary. You will work together with the Service centers to capture learnings from previous roadside incidents in an effort to streamline and prioritize roadside cases to reduce the costs of towing/rental cars and offer smoother interactions for our customers
• Represent: You will be Tesla’s voice for escalations and complex issues – in this way you are the representative of our brand, mission and products
• Communicate: You will handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management
• Decision Making: You define the right course of action on a customer by customer case. You will make the right decision based on cost, speed, safety and customer experience
• Administer: As part of a data-driven company, you will use our Customer Relationship Management software and other tools to keep an accurate record of support cases and communications

• Customer-centric: You have a background within customer service environment and you love to deliver an excellent customer experience
• Eager to learn: We don’t require you to be an automotive expert, but we expect you to have a genuine interest in cars and technology and be eager to learn
• A multi-tasker: You thrive in an ever-changing and fast-moving environment, prioritize effectively and can manage stressful situations and multiple work streams at once to offer the best experience to existing and future customers
• Flexible: You thrive collaborating closely in diverse teams and people. You can work between 32-40 hours per week and commit to shifts between 6am – 22:00pm and occasional night shifts, including working on weekends and bank holidays
• An excellent communicator: we are looking for a bilingual English and Arabic speaker.
• Legal right to work in the location of the role

• Diagnose: You will evaluate, diagnose, review and resolve the needs of customers
• Root Cause Analysis: The time you will spend on one or multiple related customer cases will vary. You will work together with the Service centers to capture learnings from previous roadside incidents in an effort to streamline and prioritize roadside cases to reduce the costs of towing/rental cars and offer smoother interactions for our customers
• Represent: You will be Tesla’s voice for escalations and complex issues – in this way you are the representative of our brand, mission and products
• Communicate: You will handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management
• Decision Making: You define the right course of action on a customer by customer case. You will make the right decision based on cost, speed, safety and customer experience
• Administer: As part of a data-driven company, you will use our Customer Relationship Management software and other tools to keep an accurate record of support cases and communications

• Customer-centric: You have a background within customer service environment and you love to deliver an excellent customer experience
• Eager to learn: We don’t require you to be an automotive expert, but we expect you to have a genuine interest in cars and technology and be eager to learn
• A multi-tasker: You thrive in an ever-changing and fast-moving environment, prioritize effectively and can manage stressful situations and multiple work streams at once to offer the best experience to existing and future customers
• Flexible: You thrive collaborating closely in diverse teams and people. You can work between 32-40 hours per week and commit to shifts between 6am – 22:00pm and occasional night shifts, including working on weekends and bank holidays
• An excellent communicator: we are looking for a bilingual English and Arabic speaker.
• Legal right to work in the location of the role

The Employee Relations Partner conducts investigations into employee relations concerns and supports overall positive workforce engagement. This position is both hands-on and strategic and requires a high degree of collaboration to provide investigative and employee relations expertise. This is a full-time onsite position.

• Independently conduct unbiased investigations, determine findings, and prepare all required documentation. This includes but is not limited to preparing a clear and concise report summarizing findings of the investigation in accordance with applicable local laws, as well as maintaining case management/tracking tools.
• Conduct in-person, web-based and phone-based witness interviews. Analyze information collected from witnesses and evidence and reach timely and well-reasoned conclusions. This includes effectively assessing witness credibility and fostering effective communication with all individuals involved in the investigative process.
• Maintain confidentiality and sensitivity to all issues.
• Identify relevant investigation issues, potential evidence and investigative actions and identify and partner with other teams as appropriate to ensure follow-up on employee concerns. Maintain consistent interactions with leaders, partners, and employees to help navigate new or critical situations that require ER expertise spontaneously.
• Participate in projects led by the Employee Relations team as needed.

• Experience with workplace investigations (experience investigating allegations of harassment, discrimination and retaliation).
• Knowledge of and experience applying local laws, statutes, which govern employment policies and practices.
• Thorough understanding and application of workplace investigations best practices and standards, including conducting neutral fact-finding interviews, navigating key partnerships, credibility assessments, and maintaining confidentiality.
• Ability to build strong working relationships across all levels of the organization.
• Excellent planning, organization and time management skills, attention to detail, ability to handle multiple tasks, and work in a fast-paced, time-sensitive environment.
• Ability to objectively communicate with employees and management through complex, difficult, and emotional issues. Outstanding written and verbal communication skills.
• Strong business acumen demonstrated through familiarity with internal and external HR principles, concepts, practices, and standards.