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.
General Role Overview:
The Sr. Planner, Service Triage F1 (Fix the Customer First) role is to receive customer handling, system operation and functionality of the Fisker Ocean concerns and serve the customer to delight while trouble shooting concerns or escalation needs. Sr. Planners will triage requests in a timely manner, be the initial reference point for all incoming service support related contact, and to ensure the satisfaction of the end user, among other technical duties are delivered to the highest satisfaction of Fisker standards.
The Sr. Planners, F1 are expected to display outstanding interpersonal skill with keen ability to build rapport and de-escalate situations as they will interact with customers, colleagues, and executives. Our ideal candidate will be upbeat and have a passion for and a deep understanding of aftersales operations, EV technologies and the ability collaborate with internal teams and own the customer aftersales relationship. The intended will exhibit a can- do attitude and desire to work in a fast-paced, high-tech and customer obsessed environment.
Duties and Responsibilities:
Provide first contact Fisker Owner support to triage the situation either over the phone or other methods, document vehicle concerns/symptoms and determine the best servicing solution, all with fixing the customer first.
Intake Fisker Owner inquires, identify concerns quickly and provide transparent service solutions for swift resolution and building a relationship with the customer.
Utilize Salesforce and Fisker Storefront to document customer concerns, determine if a quick technical solution is available, execute the solution, and document again. A warm transfer to a level 2 team may be necessary in some situations.
Perform fixes at the desktop level when remote tools including walking through software resets, delivery of peripherals, or other fixes as determined.
Upon deeper dialogue, create a service ticket and work closely with the F2 Technical team, who drafts the vehicle repair plan and liaises with engineering and service to activate the repair plan, order parts, schedule service appointments and alternative transportation needs.
Prioritize incidents and service requests according to defined processes to meet defined policy.
Establishing good relationships with all departments and colleagues.
Knowledge, Skills, Abilities, Competencies:
Excellent interpersonal, communication and presentation skills with strong customer service orientation: This role will constantly be communicating concerns, changes, processes, and explanations across a wide spectrum of stakeholders and users.
Experience working in a fast-paced, high-tech and customer obsessed environment with a diverse set of stakeholders in multiple geographic locations and comfortable with change.
Strong attention to detail and communication skills to work with internal and external partners at all levels within the organization and represent Fisker in a professional manner.
High competency in a high-pressure environment and to meet tight deadlines, and drive accountability.
Ability to work without direct supervision, an independent self-starter with a sense of urgency.
Willingness to take ownership of jobs and work independently beyond assigned position to successfully complete projects from initiation to completion.
Proficiency in Microsoft Office: Project Word, Excel, PowerPoint, Teams, Outlook. Additionally, Jira and Confluence.
Working Condition s:
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: $17.84/Hr - $40/Hr.
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.
Benefits : Fisker provides comprehensive medical, prescription, dental, vision, and disability insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Fisker covers most of the premiums for employees.
The salary offered may vary depending on multiple individualized factors including market location, job-related knowledge, education/training, certifications, key skills, experience, internal peer equity as well as business considerations. Fisker reasonably and in good faith expects to pay for the position within the salary range listed, taking into account the wide variety of factors listed above.
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.