Head of US Service Operations

If your skills, experience, and qualifications match those in this job overview, do not delay your application.

Join Tritium Power Solutions, specializing in designing and manufacturing advanced DC fast charger infrastructure systems.

Tritium Power Solutions is a dedicated partner from the initial planning to ongoing operations and services in the evolving landscape of EV charging.

Our innovative technology allows public and fleet customers to charge their electric vehicles anywhere, anytime, breaking down the barriers to EV adoption.

We're seeking individuals to contribute to our mission of electrifying transportation. As part of our team, you'll work in a culture valuing creativity, teamwork, and individual contributions.

We're committed to innovation, sustainability, and excellence in collaborating with local partners to ensure a seamless charging experience.

If you're ready to drive the future of sustainable transportation and make an impact, Tritium Power Solutions is the place for you.

Explore our career opportunities and join us in shaping the EV charging industry.

About you

This Head of US Service Operations position reports directly to the Chief Operating Officer and is based in Torrance, CA.

The postholder will manage the implementation and continuous improvement of the Tritium Power Solutions Operations and Customer Support Americas, which include but are not limited to Field Service, Inventory, Planning, Project Management, Support Services, and Customer Satisfaction across all customers and products.

Moreover, he / she is expected to enhance internal processes and operations to maintain maximum efficiency.

The postholder will work closely with Tritium Power Solutions colleagues in the USA, Europe, and Australia to drive the best operational results, securing revenue growth, all within clear objectives and a structured execution plan for the Americas expansion.

About the role

• Execute the Service strategy provided by the Executive, ensuring all chargers operate at a minimum of 98% uptime, all SLAs are achieved per contract, and Service Revenue Targets are met.
• Ensure Chargers Down are rectified within the required response times.
• Expand the number of Tritium Power Solutions service technicians where justified and recruit service partners to deepen our network across the Americas.
• Ensure spare parts are available to meet response time requirements.
• Drive decisions using data analysis to enhance service offerings, Customer Success, and system performance.
• Recruit, develop, train, manage, and mentor a high-performing Operations and Customer Support team.
• Provide data analysis to assist the Engineering Team with problem resolution and product improvement.
• Develop a culture of collaboration and accountability within the team.
• Coordinate with the US Sales Team to support product revenue sales.
• Plan and manage American spare parts stock.
• Ensure the latest global best practice processes are in place within American Operations.
• Assist with the preparation of American tenders and commercial offer documents for sales.
• Lead and support the implementation and growth of American Customer Support / Customer experience.
• Manage weekly finance and budgeting responsibilities for Operations Cost Centers.
• Work with Human Resources on resource planning activities and job descriptions for each role.
• Track company financial performance in Operations using P&L and cashflow forecasts supported by Finance.
• Lead the process for accurate stock take of inventory.
• Work to achieve KPIs set in the annual performance review.
• Ensure the team maintains a good technical understanding of Tritium Power Solutions products.
• Participate actively in meetings, providing relevant technical information and keeping accurate notes for assigned tasks.
• Ensure the Operations and Customer Support Team adheres to all Tritium Power Solutions policies and procedures, particularly workplace health and safety.
• Increase customer satisfaction through close and regular contact with customers.

ENVIRONMENTAL, HEALTH & SAFETY REQUIREMENTS

• Comply with all safe work practices, rules, procedures, and instructions to avoid injury and environmental pollution.
• Take reasonable care for the health and safety of yourself and others.
• Wear personal protective equipment and clothing where required.
• Comply with any reasonable direction given by Management for environmental, health, and safety.
• Report all near misses, accidents, and incidents immediately.
• Report all known or observed hazards to your Supervisor or Manager immediately.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in business management, Technology, Engineering, or a related field.
• 5+ years in customer support, customer service, or a related support role.
• 5+ years in operations or production.
• 3+ years in supply chain or logistics.
• 4+ years in a supervisory or management role.

DESIRED QUALIFICATIONS

• Highly motivated and driven to improve for both the customer and the company.
• Ability to drive improvements through proactive data analysis and quality control improvements.
• Excellent presentation, oral, and written communication skills.
• Confident leader with the ability to execute, influence, build relationships, and think strategically.

J-18808-Ljbffr