Senior Territory Manager, Sales Service and Delivery
Fisker Inc • Managed service and delivery across Central, Southeast, and Canada regions
- Created lean processes at vehicle processing centers to reduce damage and downtime
2023 - Present, Denver, CO
- Organized mobile service across responsible regions
- Provided technical training to onboarding technicians
- Scoped future service and retail sites across North America
- Developed service flow and layout for service center sites
- Casted clear vision for direct reports and developed careers paths/performance management
Global Service Network Operations, Implementation
Fisker Inc 2023 - 2023, Denver, CO
- Designed a 3rd party strategy to deploy and service delivered vehicles in Canada
- Created a global digital implementation strategy for 3rd party business partners across EU and NA
- Aligned and negotiated timelines for MVP with outside business partners while building strong relationships
- Developed processes that allowed us to develop the business fast in EU, NA, and CA without brick and mortar facilities
Service Center Manager
Tesla 2020 - 2023, Denver, CO
- Restructure service process and culture at struggling service centers previously ranked 109 to top 5 in North America
- Spearheaded a customer service initiative that improved client satisfaction rates by 25% within six months through the development of a new feedback system and comprehensive training program.
- Created a regional parts structure among service centers to operate as local PDC, delivering essential parts to parent locations resulting in same day turn around for needed repairs
- Executed high level leadership training and process engagement throughout mountain and central region
- Conduct impact analysis to evaluate the effectiveness within the market and provide next steps for future planning with a key focus on consistency and sustainability resulting in 28% increase in productivity within the first quarter
- Develop training initiatives for technicians to help meet market demand and personal growth resulting in 90% retention rate and in team promotion
- Provide valuable feedback to other departments and led various pilot programs
- Conduct hiring and performance management for low performing team members
- Maintained highest Key to Key (95% same day return) time for vehicles for a high volume service center
Service Supervisor
Tesla 2019 - 2020, Denver, CO
- Traveled extensively throughout North America with a key focus on Midwest and neighboring regions to reduce backlog by 47%
- Created new approach to delivering a consistent customer experience within the midwest
- Implemented practices that led Kansas City service center to be one of the first in North America to net neutral cash flow for a new manufacture
- Partnered with new service centers to train staff in best practices for positive customer experience and shop flow
- Created a prepared visit strategy for the midwest that focused on remote diagnosis full preparedness prior to customers appointment creating 97% same day service
- Maintained service consistency in Top 20 store for North America
- Worked closely with local engineers to track trending vehicle issues, provide relevant data, and offer potential solutions
Master Technician/Field Technical Engineer
Tesla 2016 - 2019, Kansas City, MO
- Track record of in depth vehicle diagnosis leading to high customer satisfaction and low repeat visits
- Led team that analyzed remote vehicle information and provided next steps to other service centers
- Traveled to other service centers and factories to aid in hands on support and production goals
- Pursued high level leadership training through non-profits and online courses for basic linux coding
- Assisted in field technical specialist duties during high demand in midwest region
