SUMMARY
Beam Global, www.beamforall.com, , is a clean technology leader that produces innovative, sustainable products and technologies for electric vehicle (EV) charging, energy storage, energy security and outdoor media. The EV ARC™ is a solar-powered Electric Vehicle Charging Station that stores energy from sunshine for charging day or night and provides EV charging and emergency power during grid failures. It requires no trenching, no foundations or no installation work of any kind, is deployed in minutes and can be moved to a new location with ease. Products are invented and manufactured in San Diego, and the Company is listed on Nasdaq under the symbol BEEM.
We are looking for a hands-on self starter with strong leadership traits based in our San Diego headquarters. This is a full-time on-site position. The position provides direct supervision to employees in the Field Service department, handles calls from customers, resolves field service challenges, creates quotes for work not under warranty, and schedules service work to be done in the field.
Beam Global offers a competitive benefits package including a 401(k) match with immediate vesting.
ESSENTIAL FUNCTIONS AND DUTIES
- Manage Field Service team that service and supports product lines.
- Selecting, hiring, training and developing current and new technical representatives.
- Develop and maintain Field Service Team KPIs to track service levels and improvements.
- Ensures compliance with safety protocols and company standards.
- Implement systems to improve service levels and reduce overall field service costs.
- Maintain accurate records of field service activities including parts usage and service logs.
- Generate processes, procedures, and troubleshooting guides to train and develop field service personel (both internal and external) on Beam Global products.
- Plan, schedule, and track all customer service-related issues using a systems based approach.
- Recommend technologies to improve overall field service visibility and coordination.
- Work with management and sales team to prioritize field service work.
- Report schedule, service status, department performance, and critical issues to management.
- Ability to learn and perform up to level 3 troubleshooting and resolve as many problems as possible remotely.
- Adhere to schedule objectives, cost and quality.
- Ensures that field service activities meet both customer and internal expectations.
- Develop process to leverage all available resources including third party service contractors as required to meet customer service needs and reduce overall service costs.
- Manage, mentor and develop Field Service team.
- Travel required to customer sites.
- Other duties as assigned.
REQUIRED SKILLS AND QUALIFICATIONS
- Bachelor’s degree or equivalent experience required.
- Hands-on field experience with vast knowledge of computer systems, i.e. Internet, Microsoft Office Excel and NetSuite preferred.
- Experienced with project budgeting.
- Previous management experience.
- Maintains positive attitude in periods of challenges and stress.
- Reads and writes English effectively, speaks with clarity and listens actively.
- Excellent communication and interpersonal skills.
- Excellent planning and coordination skills.
- Solid problem-solving skills.
- Understanding of all product documentation required to repair the product to specification.
- Commits to work; adapts and remains flexible; maintains ethical behavior; manages oneself efficiently; is professional.
DESIRED SKILLS AND QUALIFICATIONS
- Preferred minimum 3 years of experience in supervision.
- Preferred minimum 3 years of experience in customer service or field service.
- Familiarity with NetSuiteCustomer Service module.