Service Engineering Manager

Service Engineering Manager (Direct Hire)

Mountain View, CA

Job Requisition: 6612

Description for Service Engineering Manager:
As the Service Engineering Manager, you will be responsible for developing and empowering the Service Engineering team by building a productive and high performing engineering culture. You will ensure your team is addressing, escalating, and resolving issues properly based on defined procedures and improving those procedures where neededYou will also be responsible for growing the team, working to hire for both technical and leadership positions within the team as well as providing advice for field service. This will include technical support as well as process improvement.

Responsibilities for Service Engineering Manager: 
  • Identifying faults and rectifying them in a timely manner to avoid any major problems in the future
  • Providing detailed reports and analyses of issues to the team and executives
  • Providing direct on-site contact with key accounts if needed and addressing any issues
  • Providing support to other Service Engineers and tech departments
  • Define the US Service Engineering Roadmap, focusing on efficiency and effectiveness for the company and aligning with the company’s other locations
  • Build the Service Engineering team, keeping team members engaged and focused; Run regular meetings (1-on-1s, follow-ups, etc) to mentor team members and encourage their commitment and motivation
  • Set up the Service Engineering laboratory to ensure effectiveness for issue investigations
  • Keep company executive teams informed on key on-field issues and statuses
  • Establish trusting relationships with management teams and all team members
  • Set up proper reporting tools and procedures to track integrated support issues for main stakeholders
  • Work closely with the Customer Service team to ensure the company provides excellent customer support
  • Ensure processes are established and that KPIs and SLAs are set, monitored, and shared with the team so that delivery can be effectively measured
Requirements for Service Engineering Manager:  
  • Bachelors’ Degree in a technical field such as Computer Science, Electrical Engineering, or similar
  • Minimum 8 years hands-on experience in the service/support business, with at least 3 years in a management role with direct reports
  • Experience in distributed embedded, Cloud, and Mobile systems
  • Data-driven with strong analytical skills; Skilled in scripting languages such as Python and SQL
  • Ability to explain complex findings easily to non-technical audiences
  • Leadership experience in mentoring and developing teams, including remote positions
  • Excellent oral and written communication and presentation skills
  • Experience working in a fast-paced and continuously changing environment
  • Ability to represent the company in front of customers or partners, building trustworthy relationships
 
Desired for Service Engineering Manager:  
  • Experience in the EV domain
  • Experience in IoT/M2M platforms
  • Experience with power electronics
  • Experience with electronics testing / backend / IOS & Android testing
  • Proficiency with programming languages, specifically Python or any Object-Oriented Language
  • Experience with MySQL / Snowflake
  • Knowledge of the Spanish language is a plus
 
*Legal authorization to work in the U.S. is required. Will not sponsor individuals for employment visas, now or in the future, for this job opening

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