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Service Quality Lead - Nordics

02 november 2023
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What to Expect

We encourage applicants from all Nordic countries for this role. Base location can be flexible but mind that the role will include travelling both within and outside the Nordics, up to 50%.

The Service Quality Lead position requires someone with exceptional ability to build strong working relationships between Technical Operations, Service Operations and Business Operations leadership, ensuring we provide the right operational support and training to enable Tesla Service to meet its objectives. This individual acts as the advisor to Market Leaders and Country Managers in their market on operational improvements and best practices.

The Service Quality Lead supports global business improvement projects. by identify and understands roadblocks in their designated market. The Service Quality Lead collaborates with multiple stakeholders to implement solutions on identified roadblocks. Stakeholder groups include field service leadership, Service Engineering, and multiple functions within Technical Operations.

Individuals must be creative, proactive, organized, flexible, results-oriented, and have a passion for and understanding of electric vehicles. The ideal candidate can effectively communicate with stakeholders. Can drive processes improvement and can solve problems independently without much guidance. The ability to be organized while demonstrating a positive and professional demeanour is critical. This role reports into the Senior Manager, Technical Operations.

What You'll Do

Training Strategy
  • Collaborate with Country Managers, Service Managers, and other service leaders to understand the technical training needs.
  • Responsible to Liaise with the Training Managers globally on the training plans considered and embed initiatives driven from Quality improvement needs
  • Key strategic partner with Technical Training and other Service Quality leads on prioritizing region-specific needs into an EMEA wide Technical Training strategy
  • Determine together with Training manager and Analytics team the measurement approach to quantify the impact on the business that the training has achieved and align with Service leadership
  • Determine the key participants that need to attend specialist trainings
  • Represent the region's interest when developing a training plan with the Training Manager. Support the mastery program to develop the highest level of technical talent in Service.
  • Identify potential Coaches in the region, support the development of existing Coaches.
  • Collaborate with the Training Manager and the apprentice program team to understand local apprenticeship requirements, gather input from service managers, confirm required headcount for each location, and ensure a timely launch in new countries.
Service Quality Programs and Process Improvement
  • Identify process improvement opportunities, and work with relevant stakeholders to implement best practices.
  • Liaise between the EMEA tooling engineer and Service Operations to identify regional tooling requirements, utilization, and potential tooling training needs.
  • Support cost-saving and process improvement projects by collaborating with program managers, Tech Ops partner teams, and field service to incorporate field needs into the project requirements and to ensure smooth implementation to your market.
  • Liaise with and advise global Technical Writing and Compliance teams to develop and communicate required documentation, such as bulletins and campaigns, that is most needed within your market.
  • Maintain close alignment with the other Service Quality Leads and key leaders in the Technical Operations team and have full awareness and collaboration where required of shared priorities and initiatives.
  • Determine Field Technical Support needs in region and align strategy considered with Field Technical Operations leadership
  • Lead collaboration with Technical Operations partners to be the voice for your region but also to support process improvement across EMEA that will have the highest impact on our shared objectives.
  • Collaborate with North America and EMEA program managers on locally implementing new projects, programs, and procedures as needed.
What You'll Bring
  • Degree from a University, or the equivalent in experience and evidence of exceptional ability.
  • Strong stakeholder management and interpersonal communication skills required.
  • Demonstrated ability to collaborate and serve as a partner/consultant to regional leadership and staff.
  • Demonstrated ability to lead complex problem-solving activities and initiatives.
  • Proactive, flexible, confident, professional, and self-directed in a fast-paced environment.
  • Excellent verbal and written communication skills
  • Tech savvy - able to expertly use a full suite of office and learning technologies
  • Training and coaching experience preferred.
  • Thrives working independently; also, able to contribute strongly as a member of a high performing team.
  • Experience with environmental health and safety requirements a plus.
  • Ability to travel within the region at least 50% of the time.
  • Must have a valid Driver's License.
  • Valid Passport
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact accommodationrequest@tesla.com for additional information or to request accommodations.

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31 dec. 2023 (27 dagar kvar)
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Om arbetsgivaren

Tesla's mission is to accelerate the world's transition to sustainable energy. Since our founding in 2003, Tesla has broken new barriers in developing high-performance automobiles that are not only the world's best and highest-selling pure electric vehicles-with long range and absolutely no tailpipe emissions-but also the safest, highest-rated cars on the road in the world. Beyond the flagship Model S sedan and the falcon-winged door Model X sports utility vehicle, we also offer a smaller, simpler and more affordable mid-sized sedan, Model 3, which we expect will truly propel electric vehicles into the mainstream.

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