Your mission
Our Network Operations team is the backbone of ensuring smooth and efficient management of complex projects across various sites. We are looking for a detail-oriented and proactive Field Operations Support Manager (f/m/x) to join our team. In this role, you will provide essential support to our three Teamlead Field Operations (TFOs), taking on site-specific tasks, managing RMAs, and assisting with technical documentation. Youâll also step in to provide coverage for TFOs during absences, helping to maintain continuity and alleviate high-pressure situations. Your contribution will be key in ensuring seamless operations and promoting a positive and productive field environment.
Your responsibilities:
Project & Complex Case Management
Your responsibilities:
Project & Complex Case Management
- Follow up on complex, site-specific cases managed by Teamlead Field Operations (TFOs) to ensure timely resolution.
- Provide support in managing specialized field operations cases that require detailed attention and oversight.
- Organize and prepare substation documentation for delivery to sites, ensuring adherence to local regulations (e.g., Germany).
- Oversee all Return Merchandise Authorization (RMA) processes, ensuring proper communication, tracking, and resolution of user unit issues.
- Coordinate charger replacements and facilitate clear communication between relevant stakeholders.
- Contribute to the creation of technical documentation, including work instructions and manuals for Field Service Engineers (FSE).
- Serve as the key point of contact for managing and maintaining up-to-date technical documentation.
- Centralize and organize technical knowledge, ensuring accessibility and accuracy across teams.
- Act as the main liaison for all technical matters related to spare parts, collaborating closely with FSEs and Supply Chain Management (SCM).
- Collect and centralize feedback from FSEs regarding spare part needs and performance.
- Assist TFOs in implementing and optimizing ticketing systems and IT tools.
- Provide temporary coverage for TFOs during absences, vacations, or high-pressure periods, stepping in as needed to manage workload effectively.
