Senior Manager, Field Service Operations

About Terawatt Infrastructure

The once in a century transition to autonomous and electric vehicles is underway and will require a multi-trillion-dollar investment in energy and charging infrastructure, and the real estate to site it on. Terawatt is the leader in delivering large scale, turnkey charging solutions for companies rapidly deploying AV and EV fleets. Whether it’s an urban mobility hub, or a carefully located multi fleet hub for semi-trucks, Terawatt brings the talent, capabilities, and capital to create reliable, cost-effective solutions for customers on the leading edge of the transition to the next generation of transport.

With a growing portfolio of sites across the US in urban hubs and along key logistics and transportation corridors and logistics hubs, Terawatt is building the permanent transportation and logistics infrastructure of tomorrow through a robust combination of capital, real estate, development, and site operations solutions. The company develops, finances, owns, and operates charging solutions that take the cost and complexity out of electrifying fleets. 

At Terawatt, we execute humbly and with urgency to provide tailored solutions for fleets that delight our clients and support the transition of transportation.

Role Description

Terawatt's goal is to lead the industry in reliability and set the model example of EV charging uptime, especially for fleets. The Terawatt brand name should equal the most reliable charging experience in the industry.

One of Terawatt's Core Values is "Electrify the Customer". As the Senior Manager - Field Service Operations, you will be responsible for ensuring that all of our energy & charging assets are operating optimally. Reliability and responsiveness to customers will be a core aspect of our success as a company. and you’re the hand of all hands, internal and external, to get the job done. We’re looking for someone entrepreneurial at heart that can build and train a field service and operations function that knows how to execute.

The Senior Manager, Field Service Operations is responsible for developing, maintaining and improving the customer experience provided to fleet customers for charging services at Terawatt charging centers.  In this critical role, you will lead and own these efforts, being a trusted partner to customers and internal teams alike. As a player-coach, you will be able to leverage your deep knowledge of SLAs for technical services, EV charging hardware and software, and fleet customer needs to provide a world class charging experience for the customer, transforming a collection of assets into a fully functional EV charging facility.

Reporting directly to the SVP of Operations, the Senior Manager - Field Service Operations will work in close collaboration with the leaders of the Network Operating Center, Facilities Management, and Customer Success departments.

• Hire, train, and lead internal Terawatt technicians  
• Balance hands-on training with delegation and empowerment for Field Service technicians
• Develop, report, and analyze uptime and availability metrics for Terawatt charging hubs
• Create and maintain a scalable automated workflow system for internal and external technicians 
• Collaborate with third party EVSE vendors to establish and document service level commitments and protocols
• Develop O&M contracts with 3rd party vendors for EVSE maintenance
• Commission, inspect, and onboard new sites with Terawatt’s systems
• Be accountable for managing customer SLAs
• Help develop scalable internal protocols for engaging and managing 3rd party EVSE vendors
• Partner with Product, Finance, and Technology teams to achieve continuous process improvement
• Partner with Technology and Construction teams to optimize site designs and product offerings

• 5+ years of direct experience in the renewable energy, power systems and/or EV charging industry managing assets in a field service capacity
• Experience standing up a team of technicians to include creating: training programs, hiring plans, work instructions, and providing hand-on in the field training and assessments
• Experience at, or engaging and managing, 3rd party vendors for technical services, such as EVSE, distributed energy resources, and/or utility scale power generation
• Built out the processes, protocols, and systems necessary to execute field service activity for internal and external teams 
• Track record of establishing, measuring, documenting and enforcing service level agreements for technical services
• Experience with a diversity of OCPP-enabled EVSE hardware including DC Fast chargers

We are building a team that represents a variety of backgrounds, perspectives, and skills. At Terawatt, we continuously strive to foster inclusion, humility, energizing relationships, and belonging, and welcome new ideas. We're growing and want you to grow with us. We encourage people from all backgrounds to apply.

If a reasonable accommodation is required to fully participate in the job application or interview process, or to perform the essential functions of the position, please contact [email protected].

Terawatt Infrastructure is an equal-opportunity employer.