Senior Service Process Engineer

What to ExpectAs a Senior Service Process Engineer, you will drive a wide range of initiatives that ensure continuous improvement and performance of your allocated regions in EMEA Service.

This role will ensure service success by partnering with stakeholders across all functions and hierarchy, supporting needed areas and elevating our service experience to new heights.

The Service Process Engineering team is in place to provide an exceptional experience even in unexpected situations or evolving market landscapes. We focus on building and developing relationships with our leadership and field teams and other internal departments to achieve the highest level of service for our customers while furthering Tesla’s mission.

Expectations

Master Communicator: You will effectively communicate clear goals, responsibilities, performance, expectations and feedback through the entire lifecycle of a initiatives within your portfolio

Enthusiastic Leader: You operate with a can-do attitude and are the driving force to see an initiative to completion. You encourage participation from all stakeholders by demonstrating a passion for the program and initiatives

Strategic Delegator: You can identify who and what teams are needed to make your projects a success through completion and implementation

Problem Solver: You can identify potential risks and navigate to find a suitable solution. You are diligent and creative in finding the best solution for the program and the company

Change Agent: You will catalyse change in various aspects of business initiatives and manage your team through development opportunities

This is a field-based role that provides support to service locations across EMEA, aligned to business needs.

The successful candidate can be based in any country preferably within the Schengen Area and must hold a valid EU passport. The role requires up to 50% travel across the EMEA region.

What You’ll DoPerform checks and audits as defined at a high pace and thoroughly, developing reports and action plans that can help improve service on a location, area and regional level; and help define what they look like. Act as the linking pin for improvement ideas, innovation and project needs between central development teams and the regional operations, taking the role of a driver for improvements in all stages

Be an (informal) leaders in the region for service, acting as the go-to problem solvers and trusted partners for local leadership for any improvements. Support in setting expectations with your stakeholders in the region and support in defining priorities and initiatives to have the most impact in service

Support in ideating and drive improvements in any aspect of service for your region and beyond as needed – ensuring results and impact at high pace

Take responsibility in ensuring the KPI performance of service (including warranty spent) in your region is at expectation, carrying out initiatives to improve and raise the bar. Manage stakeholders at all levels in the wider service organization and central service team, influencing decision-making and actions for the benefit of the company while adhering to set standards

Identify trends for improvements and growth, partnering with your peers to define large project priorities to have EMEA-wide or global impact

Drive development of standards, processes and service utilized resources, contributing directly to their development, striving for continuous augmentation and always pushing for excellence

Track result and impact tracking of your efforts, monitoring in a data-driven manner, with keen utilization of dashboards

Be an active member of the service process engineering team, collaborating with your peers to achieve goals as a team

What You’ll BringAbility to travel up to 50% of your time within EMEA based on business needs.

Vast amount of experience in service, to the point others may describe you as a “know-it-all”. Have experience with inspections, checks and audits or prior knowledge of auditing techniques

Exceptional relationship building, stakeholder management, and communications skills for a wide range of audiences

Experience working in a high-level collaborative environment and promoting a teamwork mentality and fostering an environment of First Principles thinking

Self-starter, ability to effectively self-manage and provide direction to programs/teams. Proactive in identifying process improvements and taking ownership of implementing initiatives. Ability to deal with difficult issues under pressure, and keep key parties informed

Digitally savvy and data-driven decision making approach – securing fact-based decisions

Large network in Tesla Service is desired

Experience being in service management preferred