Field Service Partner Manager

Who we are looking for:

Field Service Partner Manager, Europe

Our charging stations are sold globally through our sales partners. In order to all ensure owners of EVBox charging stations are operational, EVBox has a global network of outsourced field service providers. The Field Service Partner Manager is responsible for the implementation and management of new field service partners, while working to further optimise processes around structural operational topics within Field Service Management. You are responsible for the field service KPI reports and discussions with our field service partners and service customers.

Responsibilities

You will report to our Global field service partner manager. Your daily activities will consist of:

• Provide support of field service partners with the implementation of commissioning and on-site services.
• Develop and follow performance KPI, quality of installed base activities and corrective actions.
• Develop and implement local auditing and on-site certifications operations for our partners.
• Manage RMA, warranty claims and dispatch of partners and Monitor work orders and costs.
• Preparation and maintenance of efficient operational and logistical processes.
• Collect and analyse suggestions for improvement from field service partners and customers.
• Document and follow up with technical incidents including providing feedback to the relevant team(s) internally.
• Track tasks and follow up on tickets in the available incident management system
• Develop a good and workable relation with field service partners to allow a continues improvement of quality.
• Improve standard operating procedure to ensure maximum efficiency of field service activities. Mange and improve the onboarding process of new service partners.
• Work with the bid/tender teams to ensure the needs and capabilities of EVBOX field services are covered.
• Work with the Global Partner Service Partner Manger to build a system that would allow automatic tracking of field service partner performance.
• Be responsible for SLA contracts.
• Work with the Global Field Service Partner Manger to improve the selection process for new service providers (RFI/RFP/RFQ).

The experience our team would benefit from:

• Minimum Bachelor’s degree in a technical field (IT, Electrical Engineering, Electronics, Robotics or similar)
• Electrical habilitation
• Fluent in Dutch / English (and German is an advantage)
• Technical management of partners preferred.
• Knowledge of electrical industry
• Proven experienced in a 2nd or 3rd line Technical Support role
• Hands-on experience with development and/or support of Cloud connected Embedded software systems or IoT systems
• Superior communication and articulation skills - being a professional presentation of EVBox to our customers
• Knowledge on M2M communication standards and platforms
• Superior troubleshooting/analytical skills
• Experience with Data Analysis preferred
• Proven skills in creating technical documentation / support articles
• Experience in the EV industry, automotive or electrical industry is preferred

Skills and behaviours we value:

• Strong communication (c-level) & people skills
• Strong program management skills
• High integrity, structured
• Target definition and reporting
• Able to prioritise
• Able to communicate effectively
• Able to operate with uncertainty
• Business acumen, experienced with business case modelling
• Matrix management
• Powerpoint & Excel