Service Quality Lead

vor 2 Monaten

Berlin, Deutschland Tesla Vollzeit

What to Expect
- 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.

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.

Partnerships
- 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, both German and English
- 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

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