Sr. Manager, Service Engineering

The Company:

Faraday Future (FF) is a California-based mobility company, leveraging the latest technologies and world’s best talent to realize exciting new possibilities in mobility. We’re producing user-centric, technology-first vehicles to establish new paradigms in human-vehicle interaction. We’re not just seeking to change how our cars work – we’re seeking to change the way we drive. At FF, we’re creating something new, something connected, and something with a true global impact.

Your Role:   

As the Sr. Manager, Service Engineering for FF’s Aftersales group, you will be working with some of the industry’s brightest minds to develop, launch and manage FF’s mobile service strategy and activities. As part of the ground floor aftersales team, you will be a core part of developing the processes focused on driving continuous product improvement by working across all areas, of the company, leading service engineering and collaborating with key stakeholders with the common goal of creating more effective and efficient tools and processes needed to provide industry leading service to our users. To accomplish this – you will be responsible for executing and developing strategic internal and external partnerships as well as managing the resources, financials and operations to deliver the class-leading service programs. 

You will be responsible for the successful development, operation and management of the service engineering operations, together with internal and external partners/supplier, to ensure a smooth and premium customer experience. This role combines technical service, project and operational management aptitude to execute timely support of FF’s products and services.  

To ensure premium technical service operations, this role is directly responsible for the development and management of the service engineering group and provides strategic guidance to FF’s internal teams such as the field service/mobile engineering, parts, and warranty as well as executives throughout the organization by providing operational/customer perspective, promoting a customer first orientation for general business decisions and with internal and external partners. You will also manage budget and financial targets across your scope of responsibility.  

You will meet objectives to ensure successful execution for a premium experience for all FF Users to achieve and maintain first in class service excellence and reputation. 

Additionally, you will: 

• Hire, scale and manage the FF service engineers 
• Act as lead to develop and continuously improve service operations 
• Work across all vehicle engineering systems – body, chassis, electrical, drivetrain, HV, etc. 
• Work in collaboration with field/mobile service operations to develop best practices and improve efficiency of services 
• Develop KPIs for service engineering operations, monitor efficiency and accuracy of KPIs and value 
• Develop processes for analyzing data from the field to identify areas to improve products and customer satisfaction 
• Report and present to leadership team a full impact study when implementing improvement processes 
• Lead as a voice of the customer for identifying and escalating issues and opportunities for improvement 
• Monitor systems, processes, tooling, training and knowledgebase for effectiveness  
• Support regional and local service centers with advanced diagnosis and repair as well as providing best practices, safety, and efficiency 
• Set KPIs for each market with the overall goals of minimal vehicle downtime and maximum customer satisfaction 
• Collaborate directly with the service and development engineering teams as the “eyes on the ground” to provide field issues, customer experience and emerging trends in an accurate and timely manner 
• Create response plans for emergency field events where onsite support or data gathering is time sensitive and business critical 
• Develop a team culture and positive work environment that will ensure team member retention 
• Participate in the development and ongoing improvement of the service diagnostic systems to enhance remote diagnosis capabilities for all vehicle systems with the goal of shortening the service repair process 

 Basic Qualifications:  

• Technical or Bachelor degree in Automotive Technology, Engineering, Business or Project Management
• Proven equivalent work experience; strong technical, service operations, and/or project management expertise
• 10+ years of experience in the Automotive industry; technical service, customer service, vendor management
• Proven knowledge, expertise, and passion for vehicle and customer service, automotive technology, parts, warranty, and aftersales accessories 
• In depth understanding and experience in scaling businesses and operations  
• Ability to define, implement and drive workflows and plans while managing timelines, communications, risks, uncovering roadblocks, defining critical paths, and any other issues that arise for vehicle and project launches 
• Broad experience defining, launching, and driving strategic initiatives to improve internal and external processes and operations, working closely with cross-functional teams and stakeholders in a technology environment
• Project management – ability to manage teams to achieve organizational objectives
• Influencing and negotiation skills – collaborate with cross-functional teams to influence program development, marketing/ promotion, and ongoing program design and execution, based on program metrics/ analysis 
• Track record of cross-functional collaboration with internal departments, strategic partners/vendors and field teams to ensure successful go-to-market introductions
• Integration – joining people, processes or systems to achieve common goals
• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Communication skills – interpersonal, presentation and written
• Computer proficiency – skilled in the use of office and project management software
• Problem solving 

Preferred Qualifications:  

• Bachelors or Masters degree in business, engineering  or other applicable technical field of study 
• Direct working experience in customer facing automotive service programs 
• Previous experience in EV technology, operations within a vehicle manufacturer or related industry 
• Customer orientation – ability to understand and deliver the premium customer experience, consistent with brand image 
• Experience managing a global organization and manage multiple projects across varying time zones  
• Experience in a startup environment and scaling teams from a blank slate 
• Partner relations/management – develop partner relations, negotiate, and hold partners accountable to key metrics, collaborate to improve customer experience 
• Proven track record of executing multiple complex projects simultaneously from start to finish  
• Experience with training curriculum support and development for internal and external audiences 
• An innovative, customer-centric mindset and approach   
• Development of experiential programs and services for premium and luxury brands  
• A creative curiosity, collaborative ethic, hardworking enthusiasm, and driving personal vision  
• Excellent communication skills and team-working tendencies  
• A penchant for multi-tasking and self-starting 
• A genuine fascination for the EV and technology fields and a commitment to global change  

Annual Salary Range:

$142,000 to $184,500, plus benefits and incentive plans

 Perks + Benefits

• Equity grants for every employee
• Healthcare + dental + vision benefits (Free for you/discounted for family)
• 401(k) options
• Relocation assistance + reimbursement
• Casual dress code + relaxed work environment
• Culturally diverse, progressive atmosphere
• “Soul of Faraday” community outreach team

Faraday Future is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.