Director of Field Service and Utility Delivery
SPAN, San Francisco, California, United States, 94199
Overview
The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have. SPAN is enabling electrification for all
We are a mission-driven company designing, building, and deploying products that electrify the built environment, reduce carbon emissions, and slow the effects of climate change.
Decarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere.
Electrification is the process of replacing fossil fuel appliances that run on gas or oil with all-electric upgrades for a cleaner way to power our lives.
The Role SPAN is hiring a Director of Field Service & Utility Delivery to lead all aspects of SPAN’s physical operations at scale. This includes 1) delivering on utility contracts by managing large scale deployments of SPAN Edge hardware and our Fleet Manager software, then overseeing ongoing utility programs, and 2) post installation servicing of the entire SPAN fleet. You will be our singular Field Service leader and have the opportunity to define and build the function from the ground up. In the near term this will involve both strategic efforts and hands-on work as we define and build out the function. You will partner closely with the Customer Support, Service Engineering, Supply Chain/Fulfillment, Accounting, Manufacturing Quality, and Commercial teams to ensure that product issues requiring physical remediation are resolved quickly and utility customers move seamlessly from the commercial phase to the delivery and support phases.
Responsibilities
Partner with the VP of Support & Services to develop a vision for SPAN’s field service approach for all sales channels and third-party field service networks. Create and manage the field service network, including partner sourcing, diligence, evaluation, contract negotiation, and performance expectations. Manage partner relationships to ensure high-quality service delivery and cost-effectiveness.
Collaborate with internal cross-functional partners to drive field service and service parts strategy, decisions, processes, and tooling, including launches of new products and sunset of retiring products.
Oversee development, maintenance, and continuous improvement of field service documentation and SOPs, including external resources for service parts replacement and third-party processes/policies.
Build playbooks for quality events and field investigations, manage part replacement activities if necessary, and analyze data related to field service to drive decisions.
Oversee handling of customers’ field service requests. Serve as an escalation point to ensure an excellent customer experience.
Administer warranty claims and advise on warranty questions. Manage SPAN’s warranty processing and tracking.
Manage inventory of service parts, project inventory needs, and collaborate on packaging development, procurement, and setup with third-party fulfillment centers and internal/external systems.
Enable and support distributors and other third parties in stocking service parts.
Develop deep knowledge of all SPAN products and their field applications to support Customer Support and Service Engineering on installation questions and parts compatibility.
Develop KPIs for Field Service and Utility Delivery/Support. Monitor and improve these metrics; assess utility program outcomes and implement improvements to enhance effectiveness.
Collaborate with Customer Support and Service Engineering to ensure alignment in handling customer issues.
Plan and execute large-scale utility deployments with coordination across internal teams, utility partners, and external stakeholders. Establish milestones, manage risks, oversee budget, and drive operational excellence from onboarding to software setup and joint marketing efforts.
Work with Commercial and Customer Support to ensure a seamless lifecycle through commercial, delivery, and support phases.
Create playbooks for utility delivery models for large-scale deployments.
Contribute to SPAN’s utility business plan, including service packages, pricing, and value propositions; conduct market analysis and gather stakeholder feedback to refine offerings.
About You Required Qualifications
15+ years of experience in field service, field operations roles, or utility field services roles
Experience managing a field operations and/or fleet management function, including people management, process/playbook development, tooling implementations, and integrations. Bonus points for standing up a field service network.
Experience building and managing external partnerships or vendor relationships, including business development, diligence, negotiation, and ongoing partner performance management.
Technical knowledge in electrical systems (e.g., electrical panels, solar and storage systems, EV charging infrastructure, home appliances, automotive equipment, or similar).
Familiarity with utility and/or enterprise operations requirements.
Experience managing work within a ticketing tool (e.g., Zendesk, JIRA, Salesforce, etc.).
Bonus Qualifications
Structured and analytical thinker
Collaborative with ability to negotiate shared outcomes with internal and external parties
Strong customer orientation with a sense of urgency in issue escalation
Good judgment with attention to risk and safety
Enjoy working across strategy and tactical execution
Entrepreneurial spirit and problem-solving mindset
Detail-oriented, organized, efficient, and reliable with a strong sense of urgency
Strong communication skills, adaptable to different audiences
Continuous improvement mindset
Ability to navigate complex and ambiguous situations
Strong sense of ownership and history of building high-performance teams
Life at SPAN Headquartered in San Francisco’s SoMa area, we are an eclectic group valuing open communication, teamwork, and a hands-on approach to challenges. SPAN embraces diversity and equal opportunity and aims to represent a variety of backgrounds, perspectives, and skills. We’re hiring talented individuals who are driven by success and passionate about renewable energy.
The Perks
Competitive compensation + equity grants at a well-funded, venture-backed company
Comprehensive benefits: 100% employee premiums for medical, dental, vision with options for additional coverage. Parental leave up to 24 weeks depending on eligibility
Office space near BART and Caltrain
Strong focus on team building and culture: Employee Resource Groups, monthly events, recognition programs
Flexible hours, limited holidays per month, and flexible time off
Interested in joining our team? xsgimln Apply today and we’ll be in touch with the next steps!
The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have. SPAN is enabling electrification for all
We are a mission-driven company designing, building, and deploying products that electrify the built environment, reduce carbon emissions, and slow the effects of climate change.
Decarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere.
Electrification is the process of replacing fossil fuel appliances that run on gas or oil with all-electric upgrades for a cleaner way to power our lives.
The Role SPAN is hiring a Director of Field Service & Utility Delivery to lead all aspects of SPAN’s physical operations at scale. This includes 1) delivering on utility contracts by managing large scale deployments of SPAN Edge hardware and our Fleet Manager software, then overseeing ongoing utility programs, and 2) post installation servicing of the entire SPAN fleet. You will be our singular Field Service leader and have the opportunity to define and build the function from the ground up. In the near term this will involve both strategic efforts and hands-on work as we define and build out the function. You will partner closely with the Customer Support, Service Engineering, Supply Chain/Fulfillment, Accounting, Manufacturing Quality, and Commercial teams to ensure that product issues requiring physical remediation are resolved quickly and utility customers move seamlessly from the commercial phase to the delivery and support phases.
Responsibilities
Partner with the VP of Support & Services to develop a vision for SPAN’s field service approach for all sales channels and third-party field service networks. Create and manage the field service network, including partner sourcing, diligence, evaluation, contract negotiation, and performance expectations. Manage partner relationships to ensure high-quality service delivery and cost-effectiveness.
Collaborate with internal cross-functional partners to drive field service and service parts strategy, decisions, processes, and tooling, including launches of new products and sunset of retiring products.
Oversee development, maintenance, and continuous improvement of field service documentation and SOPs, including external resources for service parts replacement and third-party processes/policies.
Build playbooks for quality events and field investigations, manage part replacement activities if necessary, and analyze data related to field service to drive decisions.
Oversee handling of customers’ field service requests. Serve as an escalation point to ensure an excellent customer experience.
Administer warranty claims and advise on warranty questions. Manage SPAN’s warranty processing and tracking.
Manage inventory of service parts, project inventory needs, and collaborate on packaging development, procurement, and setup with third-party fulfillment centers and internal/external systems.
Enable and support distributors and other third parties in stocking service parts.
Develop deep knowledge of all SPAN products and their field applications to support Customer Support and Service Engineering on installation questions and parts compatibility.
Develop KPIs for Field Service and Utility Delivery/Support. Monitor and improve these metrics; assess utility program outcomes and implement improvements to enhance effectiveness.
Collaborate with Customer Support and Service Engineering to ensure alignment in handling customer issues.
Plan and execute large-scale utility deployments with coordination across internal teams, utility partners, and external stakeholders. Establish milestones, manage risks, oversee budget, and drive operational excellence from onboarding to software setup and joint marketing efforts.
Work with Commercial and Customer Support to ensure a seamless lifecycle through commercial, delivery, and support phases.
Create playbooks for utility delivery models for large-scale deployments.
Contribute to SPAN’s utility business plan, including service packages, pricing, and value propositions; conduct market analysis and gather stakeholder feedback to refine offerings.
About You Required Qualifications
15+ years of experience in field service, field operations roles, or utility field services roles
Experience managing a field operations and/or fleet management function, including people management, process/playbook development, tooling implementations, and integrations. Bonus points for standing up a field service network.
Experience building and managing external partnerships or vendor relationships, including business development, diligence, negotiation, and ongoing partner performance management.
Technical knowledge in electrical systems (e.g., electrical panels, solar and storage systems, EV charging infrastructure, home appliances, automotive equipment, or similar).
Familiarity with utility and/or enterprise operations requirements.
Experience managing work within a ticketing tool (e.g., Zendesk, JIRA, Salesforce, etc.).
Bonus Qualifications
Structured and analytical thinker
Collaborative with ability to negotiate shared outcomes with internal and external parties
Strong customer orientation with a sense of urgency in issue escalation
Good judgment with attention to risk and safety
Enjoy working across strategy and tactical execution
Entrepreneurial spirit and problem-solving mindset
Detail-oriented, organized, efficient, and reliable with a strong sense of urgency
Strong communication skills, adaptable to different audiences
Continuous improvement mindset
Ability to navigate complex and ambiguous situations
Strong sense of ownership and history of building high-performance teams
Life at SPAN Headquartered in San Francisco’s SoMa area, we are an eclectic group valuing open communication, teamwork, and a hands-on approach to challenges. SPAN embraces diversity and equal opportunity and aims to represent a variety of backgrounds, perspectives, and skills. We’re hiring talented individuals who are driven by success and passionate about renewable energy.
The Perks
Competitive compensation + equity grants at a well-funded, venture-backed company
Comprehensive benefits: 100% employee premiums for medical, dental, vision with options for additional coverage. Parental leave up to 24 weeks depending on eligibility
Office space near BART and Caltrain
Strong focus on team building and culture: Employee Resource Groups, monthly events, recognition programs
Flexible hours, limited holidays per month, and flexible time off
Interested in joining our team? xsgimln Apply today and we’ll be in touch with the next steps!