The Company:
Faraday Future (FF) is a California-based mobility company, leveraging the
latest technologies and world's best talent to realize exciting new
possibilities in mobility. We're producing user-centric, technology-first
vehicles to establish new paradigms in human-vehicle interaction. We're not
just seeking to change how our cars work – we're seeking to change the way we
drive. At FF, we're creating something new, something connected, and something
with a true global impact.
Your Role:
As the Sr. Manager, Service Engineering for FF's Aftersales group, you
will be working with some of the industry's brightest minds to develop, launch
and manage FF's mobile service strategy and activities. As part of the ground
floor aftersales team, you will be a core part of developing the processes
focused on driving continuous product improvement by working across all areas,
of the company, leading service engineering and collaborating with key
stakeholders with the common goal of creating more effective and efficient
tools and processes needed to provide industry leading service to our users.
To accomplish this – you will be responsible for executing and developing
strategic internal and external partnerships as well as managing the
resources, financials and operations to deliver the class-leading service
programs.
You will be responsible for the successful development, operation and
management of the service engineering operations, together with internal and
external partners/supplier, to ensure a smooth and premium customer
experience. This role combines technical service, project and operational
management aptitude to execute timely support of FF's products and services.
To ensure premium technical service operations, this role is directly
responsible for the development and management of the service engineering
group and provides strategic guidance to FF's internal teams such as the field
service/mobile engineering, parts, and warranty as well as executives
throughout the organization by providing operational/customer perspective,
promoting a customer first orientation for general business decisions and with
internal and external partners. You will also manage budget and financial
targets across your scope of responsibility.
You will meet objectives to ensure successful execution for a premium
experience for all FF Users to achieve and maintain first in class service
excellence and reputation.
Additionally, you will:
Hire, scale and manage the FF service engineers
Act as lead to develop and continuously improve service operations
Work across all vehicle engineering systems – body, chassis, electrical,
drivetrain, HV, etc.
Work in collaboration with field/mobile service operations to develop best
practices and improve efficiency of services
Develop KPIs for service engineering operations, monitor efficiency and
accuracy of KPIs and value
Develop processes for analyzing data from the field to identify areas to
improve products and customer satisfaction
Report and present to leadership team a full impact study when
implementing improvement processes
Lead as a voice of the customer for identifying and escalating issues and
opportunities for improvement
Monitor systems, processes, tooling, training and knowledgebase for
effectiveness
Support regional and local service centers with advanced diagnosis and
repair as well as providing best practices, safety, and efficiency
Set KPIs for each market with the overall goals of minimal vehicle
downtime and maximum customer satisfaction
Collaborate directly with the service and development engineering teams as
the “eyes on the ground” to provide field issues, customer experience and
emerging trends in an accurate and timely manner
Create response plans for emergency field events where onsite support or
data gathering is time sensitive and business critical
Develop a team culture and positive work environment that will ensure team
member retention
Participate in the development and ongoing improvement of the service
diagnostic systems to enhance remote diagnosis capabilities for all
vehicle systems with the goal of shortening the service repair process
Basic Qualifications:
Technical or Bachelor degree in Automotive Technology, Engineering,
Business or Project Management
Proven equivalent work experience; strong technical, service operations,
and/or project management expertise
10+ years of experience in the Automotive industry; technical service,
customer service, vendor management
Proven knowledge, expertise, and passion for vehicle and customer service,
automotive technology, parts, warranty, and aftersales accessories
In depth understanding and experience in scaling businesses and operations
Ability to define, implement and drive workflows and plans while managing
timelines, communications, risks, uncovering roadblocks, defining critical
paths, and any other issues that arise for vehicle and project launches
Broad experience defining, launching, and driving strategic initiatives to
improve internal and external processes and operations, working closely
with cross-functional teams and stakeholders in a technology environment
Project management – ability to manage teams to achieve organizational
objectives
Influencing and negotiation skills – collaborate with cross-functional
teams to influence program development, marketing/ promotion, and ongoing
program design and execution, based on program metrics/ analysis
Track record of cross-functional collaboration with internal departments,
strategic partners/vendors and field teams to ensure successful go-to-
market introductions
Integration – joining people, processes or systems to achieve common goals
Analytical and conceptual thinking – using logic and reason, creative and
strategic
Communication skills – interpersonal, presentation and written
Computer proficiency – skilled in the use of office and project management
software
Problem solving
Preferred Qualifications:
Bachelors or Masters degree in business, engineering or other applicable
technical field of study
Direct working experience in customer facing automotive service programs
Previous experience in EV technology, operations within a vehicle
manufacturer or related industry
Customer orientation – ability to understand and deliver the premium
customer experience, consistent with brand image
Experience managing a global organization and manage multiple projects
across varying time zones
Experience in a startup environment and scaling teams from a blank slate
Partner relations/management – develop partner relations, negotiate, and
hold partners accountable to key metrics, collaborate to improve customer
experience
Proven track record of executing multiple complex projects simultaneously
from start to finish
Experience with training curriculum support and development for internal
and external audiences
An innovative, customer-centric mindset and approach
Development of experiential programs and services for premium and luxury
brands
A creative curiosity, collaborative ethic, hardworking enthusiasm, and
driving personal vision
Excellent communication skills and team-working tendencies
A penchant for multi-tasking and self-starting
A genuine fascination for the EV and technology fields and a commitment to
global change
Annual Salary Range:
$142,000 to $184,500, plus benefits and incentive plans
Perks + Benefits
Equity grants for every employee
Healthcare + dental + vision benefits (Free for you/discounted for
family)
401(k) options
Relocation assistance + reimbursement
Casual dress code + relaxed work environment
Culturally diverse, progressive atmosphere
“Soul of Faraday” community outreach team
Faraday Future is an equal opportunity employer and does not discriminate on
the basis of race, national origin, gender, gender identity, sexual
orientation, protected veteran status, disability, age, or other legally
protected status.