Associate Service Manager

Job Description

Job Responsibilities

People: Our Service Managers lead by example. We expect you to put your team’s success before your own, and actively involve yourself in your team members’ growth and development. Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment. We will look to you to build a team of top talent and mentor the next generation of Tesla leaders. Our Service Managers are the coaches of their teams – you must provide regular coaching and feedback and have a deep knowledge of your team’s strengths and opportunities. You will be responsible for leading change and inspiring your team every day

Customer focused: Our customers are changing the world, and it is your responsibility to exceed their expectations of what a service experience should be. We expect you to go above and beyond for our customers. You will actively monitor customer service trends to make necessary improvements and assist your team in developing appropriate standards and processes to continuously elevate the overall service experience.

Operational excellence: As a Service Manager, you must understand and own every aspect of your service centre’s performance. This includes having an in depth understanding of business metrics and leading the daily operation to achieve specific goals in productivity, quality, revenue/cost. You will be responsible monitoring service trends and implementing change to meet the growing demands of the market

Our Service Managers always act in the best interest of Tesla. You must have a passion for our mission, our people, and our customers

Technical acumen is required – you must develop a knowledge of all Tesla products, as well as Service systems, processes, and procedures

Job Requirements

• Professional experience: Prior leadership experience in a service-focused industry. Automotive expertise is preferred
• Educational experience: Bachelor’s degree or equivalent professional experience
• Leadership experience: Experience leading teams and managing a diverse group of roles and responsibilities
• Process / operations experience: strong and proven experience leading field, technical repair or manufacturing teams in a fast-paced, technology-driven environment with strong customer facing responsibilities. Experience running complex processes using Lean or other techniques
• Love to change the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success
• Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful
• Be self-aware, flexible and open-minded
• Possess a rare combination of analytical thinking, hands-on problem solving, and a customer- service mindset
• Be an advocate for your customers and your team. Your success depends on theirs