SPAN · 1 day ago
Director of Field Service and Utility Delivery
San Francisco
Full-time
Onsite
Director/Executive
$184K/yr - $246K/yr
15+ years expSPAN is a mission-driven company focused on electrification and reducing carbon emissions. They are seeking a Director of Field Service & Utility Delivery to lead physical operations, manage utility contracts, and oversee service for SPAN's products, while collaborating with various teams to ensure seamless customer support.
EnergyHardwareInternet of ThingsRenewable EnergySoftware
Responsibilities
Partner with the VP of Support & Services to develop a vision for SPAN’s approach to field service for all sales channels (solar and storage, new homes, utilities, etc.) and approaches to a third-party, field service network. Bring your vision to life by creating that field service network, including partner sourcing, diligence, and evaluation. Participate in contract negotiation and performance expectation definition. Manage these partner relationships to ensure high-quality service delivery and cost-effectiveness
Collaborate with key internal cross-functional partners to drive field service and service parts strategy, decisions, processes, and tooling, especially, but not exclusively, related to the launch of new products and the sunset of products that are being retired
Oversee the development, maintenance, and continuous improvement of our field service documentation and standard operating procedures (SOPs), including but not limited to external resources for service parts replacement, SOPs for third parties, and internal processes/policies
Build playbooks for - and manage - quality events and field investigations or part replacement activities if necessary. Analyze data related to field service activities to drive key decisions
Oversee the handling of customers’ field service requests. Be an escalation point for advice and decisions as needed as the team handles customer requests for parts. Manage these activities to ensure we consistently deliver an excellent customer experience
Judiciously administer warranty claims and advise Customer Support agents on warranty questions/concerns. Manage SPAN’s warranty claim processing and warranty tracking holistically
Manage inventory of service parts, including projecting inventory needs and then collaborating cross functionally on packaging development, procurement, and setting up parts with our third party fulfillment center and internal/external systems
Enable and support distributors and other third parties in stocking service parts
Build deep knowledge of all SPAN products, their evolution over time, and their field applications, ensuring you and/or your team are expert resource for Customer Support and Service Engineering on product installation questions as well as service parts compatibility
Develop a suite of key performance indicators (KPIs) for both Field Service and Utility Delivery/Support. Monitor, measure, and improve those metrics over time. Regularly assess utility program outcomes, implementing improvements as necessary to enhance effectiveness
Collaborate closely with your Customer Support and Service Engineering management peers to ensure alignment in process and philosophy of handling customer issues
Oversee the planning and execution of large-scale utility deployments, ensuring seamless coordination across internal cross-functional teams, utility partners, and external stakeholders. Establish clear milestones, manage risks, oversee the budget, and drive operational excellence to ensure successful implementation and adoption. This operational enablement phase will include items like utility customer onboarding, third-party training, hardware deployment, support model definition, coordinating joint marketing efforts, and software set up
Work closely with counterparts in Commercial (e.g. strategic account owner who owns the commercial relationship) and Customer Support (e.g. technical account engineer responsible for operational account management) to ensure the utility's seamless cycle throughout key phases of the relationship: commercial, delivery, and support
Create playbooks for utility delivery by defining workable models for large scale utility deployments
Support the definition of SPAN’s business plan for utilities, including the design of service packages (field service, support, software, etc.), pricing structures, and value propositions that align with market needs and standards. Conduct market analysis and gather stakeholder feedback to refine offerings and ensure long-term program success
Qualification
Required
15+ years of experience in field service, field operations roles, or utility field services roles
Experience managing a field operations and/or fleet management function (i.e. physical operations of distributed hardware assets) including people management, process and playbook development and optimization, tooling implementation and integrations, and more. Bonus points for past experience standing up a field service network
Experience building and managing external partnerships or vendor relationships, including business development of those relationships, diligence, negotiation, and ongoing management of partner performance
Technical knowledge and experience in electrical systems (e.g. electrical panels, solar and storage systems, electric vehicle charging infrastructure, home appliances, automotive equipment, or similar
Familiarity with utility and/or enterprise operations requirements
Experience managing work within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)
Preferred
Are a structured and analytical thinker
Are highly collaborative and can work toward and negotiate shared outcomes with both internal and external parties whether customers or partners
Bring both a sense of urgency and a strong customer orientation to your work and understand the importance of being an escalation point for customer issues
Have strong judgment and a keen eye for risk and safety issues
Enjoy having your hands in a bit of everything – both high level strategy and being in the tactical weeds
Bring an entrepreneurial spirit and a love of problem solving to every challenge you encounter
Are detail oriented, organized, efficient, and reliable. You do what you say you're going to do with a strong sense of urgency
Are a strong communicator, both written and verbally, and easily adapt your communication for different audiences (technical vs not technical)
Have a continuous improvement mindset
Are scrappy and have a knack for excelling in complex and ambiguous situations
Have a strong sense of ownership
Have a track record of building high performance teams with a strong culture
Benefits
Competitive compensation + equity grants at a well-funded, venture-backed company
Comprehensive benefits: 100% employee premiums for base plans on medical, dental, vision with options for additional coverage. Parental leave up to twenty four (24) weeks depending on eligibility
Comfortable, sunny office space located near BART and Caltrain public transit
Strong focus on team building and company culture: Employee Resource Groups, monthly social events, SPANcakes recognition breakfast, lunch, and learns
Flexible hours, one holiday per month, and flexible time off
Company
SPAN
Span develops residential energy storage devices that provide renewable electricity and charging services for electric vehicles.
201-500 employees
H1B Sponsorship
SPAN has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (7)
2023 (13)
2022 (5)
2021 (3)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$229.8MKey Investors
Wellington ManagementTDK VenturesMunich Re Ventures
2023-03-03Series B· $96M
2022-01-18Series B· $90M
2021-03-31Series Unknown
Leadership Team
Arch Rao
Founder & CEO
Recent News
vcnewsdaily.com
2025-11-19
2025-11-19
Company data provided by crunchbase