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.
As the Service Excellence TPM – EU, you will drive customer satisfaction and quality improvement by constantly identifying, reporting and escalating emerging field issues in Europe. In addition, you will work collaboratively with cross-functional teams of Development, Manufacturing, Supplier, Quality, Customer Relations and Aftersales to manage the release and implementation of appropriate service solutions.
Our ideal candidate should have a passion for EV technologies and a deep understanding of 8D problem-solving process. The applicant must exhibit a can- do attitude to promptly identify, quickly escalate and influence Service Excellence with countermeasures of potential service-related concerns. Experience working in a fast-paced, high-tech and customer obsessed environment with a diverse set of global stakeholders and comfortable with change are necessary.
Analyze Aftersales and Customer Relations data to create necessary reports & visualizations for trends, patterns and prognoses informing main stakeholders and executives of current field quality situation and customer satisfaction
Collaborate with functional TPM's and cross functional stakeholders to identify and escalate service related issues
Ensure identified issues are transparent and transferred to the responsible team for immediate service solutions
Facilitate daily stand-up, sprint planning, sprint review, and sprint retrospective to release imminent service solutions
Propose service solutions based on numbers, data and facts to support executive level decision making processes
Expedite the release of Service Measures and Bulletins by ensuring availability of all relevant information, tools & equipment, improved parts, and updated software
Manage the release and completion of potential Service Actions and Recalls
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
Develop systematic and automated data pipeline from the field into a JIRA based quality system
7+ years of experience in a premium automotive environment focusing on customer satisfaction, quality improvement, process transformation and operational excellence
5 years of technical program management experience, including MS Project, Jira & Confluence proficiency
Technical degree in engineering, computer science, data science, or other quantitative studies
In-depth experience with lean six sigma methodologies such as DMAIC, five whys, 5s, value stream mapping, customer journey map, 8D problem solving, etc.
Highly proficient with big data analytics and business intelligence tools such as SQL, Excel, Tableau, Power BI, etc.
Deep working knowledge of Development, Validation, T1 Supplier, Manufacturing and Aftersales is preferred
Excellent interpersonal, communication and presentation skills to work with executives and global stakeholders
Meticulous attention to detail focusing on customer satisfaction and quality improvement
Highly skilled with storytelling presentations to drive changes, pitch transformative opportunities, illustrate potential business value, and celebrate wins
Able to work independently in a fast-paced startup and customer obsessed environment
Competent to meet tight deadlines and drive accountability in a high- pressure situation
Ability to work without direct supervision, an independent self-starter with a sense of urgency
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 service workshop environment that requires lifting moderate weights, standing for long hours, wearing personal protective equipment, etc.