About Fisker Inc.
California-based Fisker Inc. is revolutionizing the automotive industry by developing the most emotionally desirable and eco-friendly electric vehicles on Earth. Passionately driven by a vision of a clean future for all, the company is on a mission to become the No. 1 e-mobility service provider with the world's most sustainable vehicles. To learn more, visit www. FiskerInc.com – and enjoy exclusive content across Fisker's social media channels: Facebook, Instagram, Twitter, YouTube and LinkedIn. Download the revolutionary new Fisker mobile app from the App Store or Google Play store.
Role Overview:
As the Program Manager, Service Excellence you will oversee Triage specialist on three shifts on the East and West coasts to drive customer satisfaction and quality improvement Fixing the Customer First with facilitating escalation. KPIs will include ensuring customer handling, system operation and functionality of the Fisker Ocean is articulated quickly and friendly, so that customers are delighted while the contact team is trouble shooting incoming contact calls. Activities will include identifying and reporting emerging field issues for easing and resolving customer concerns and escalation to diagnostic teams. You will oversee inbound escalations from the Fisker Owner Service Team, working collaboratively to deploy the release and implementation of appropriate service solutions with Fisker Owners for swift resolution.
The intended must be solution driven and deliver to Fisker's profitability through continuous improvement, customer experience and repeat vehicle purchase objectives. A passion for and a deep understanding of the latest EV technologies with proven experience working in a fast-paced, customer obsessed environment, with a high sense of urgency is a must.
Responsibilities:
Manage and ensure identified issues are quickly remediated, transparent to Fisker Owners and transferred to the responsible team for immediate service solutions if escalation to the F2, Fixed Right the First Time Team.
Oversee and analyze Aftersales and Customer Relations data to foster mitigate future customer concerns and creating necessary reports & visualizations for trends, patterns and prognoses while informing main stakeholders of current field quality situations and customer experience dissatisfiers or satisfiers.
Collaborate with functional TPM's and cross functional stakeholders to identify and escalate service-related issues to internal stakeholders and handover to diagnostic teams.
Facilitate daily stand-up, sprint planning, sprint review, and sprint retrospective to release imminent service solutions!
Spearhead to identify service improvement opportunities by evaluating existing processes, systems, and tools with flow charts, value maps, metrics, time studies, and customer journey maps.
Use analytical tools and skills to develop data-backed strategies, fluency in Salesforce is critical.
Develop systematic and automated data pipeline from the field into a JIRA based quality system.
Minimum Qualifications:
Bachelor's degree in engineering, business, or related discipline.
Minimum 7 years of work experience and 3 to 5 years' service operations and customer experience with high competency in service core process, customer consultation and delivering high quality service to customers.
OEM HQ automotive aftersales experience.
Love for the customer, both internal customers and Fisker Owners.
Knowledge, Skills, Abilities, Competencies:
Ability to work without direct supervision, an independent initiative- taker with a high sense of urgency.
Flexibility to operate and self-driven to excel in a start-up, and challenging environment.
Strong planning, critical thinking skills, and exceptional attention to detail.
Strong interpersonal and communication skills to establish effective working relationships.
Effective in handling multiple priorities, organizing workload, and meeting deadlines.
Proficiency in Microsoft Office: Project Word, Excel, PowerPoint, Teams, Outlook. Jira and Confluence.
Fluent spoken and written English, multi-language preferred.
Working Conditions:
Must be willing to travel both domestically, as well as internationally, as required.
Must be willing to work overtime and on weekends as needed to meet deadlines and goals, headquarters in California.
Exposed to a service workshop environment that requires lifting moderate weights, standing for long hours, wearing personal protective equipment, etc.
Expected Salary Range
$67,340.00 - $165,945.00 per year.
Additional Compensation
Salary is one part of total compensation which includes bonuses, equity awards as applicable, and benefits. An employee is eligible to participate in Fisker's equity program, subject to the rules governing such programs
Fisker Group Inc. (“Fisker”) is an Equal Opportunity Employer. Employment at Fisker is governed by merit, qualifications, and professional competence. Fisker does not discriminate against any employee or applicant because of race, creed, national origin/ethnicity, color, religion, gender identity/expression, sexual orientation, marital status, age, veteran status, disability status, genetic information, pregnancy or related conditions, or any other basis protected by law.
EEOC Statement (only applies to US based jobs):
Fisker Group Inc. (“Fisker”) is an Equal Opportunity Employer. Employment at Fisker is governed by merit, qualifications, and professional competence. Fisker does not discriminate against any employee or applicant because of race, creed, national origin/ethnicity, color, religion, gender identity/expression, sexual orientation, marital status, age, veteran status, disability status, genetic information, pregnancy or related conditions, or any other basis protected by law.
Applicants requiring reasonable accommodation for the application/interview process should notify the Human Resources Department.