Was Sie erwartet

Tesla is accelerating the transition to sustainable energy with our industry leading Residential Energy products, including Powerwall, Solar Roof and Wall Connector. Our Energy products are already deployed in over 40 countries globally, and this fleet is growing exponentially as more partners include our products in their projects and installations. We are looking for qualified, talented individuals to supervise our growing remote service team. This team is responsible for assisting electricians and end customers with installing and operating our products across the region. Our aim is to have the best products on the market and deliver industry-leading technical support and customer service. The ideal candidates will have both technical acumen and a proven track record of managing multiskilled teams of engineers, technicians, and specialists. As a Remote Service Supervisor, you will be working on continuously improving the customer and partner journey, putting the customer experience first. You will join the management team of Tesla's EMEA Residential Energy service team.

Was zu tun ist

• Supervise high-profile, support delivery teams to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance.
• Maintain in-depth knowledge of company products, complex databases, and high-level technical processes.
• Ensure coverage of phone and ticketing queues where agent responsibilities include analysing, diagnosing, escalating, and troubleshooting issues.
• Ability to prioritise and multitask effectively, handle shifting priorities and work effectively in a fast-moving environment
• Measure & Report: Support with tracking and reporting multiple key performance indicators
• Formulate performance improvement plans and make termination decisions as necessary.
• Conduct interviews, hire, and train new employees.
• Mentor, evaluate, and develop direct reports.
• Provide guidance for employees on policies and procedures.
• Keep an overview of end-user escalations and see them through until the resolution is achieved.
• Closely interact with sales, engineering and other technical leaders to share knowledge and establish interdepartmental processes.
• Create new knowledge base articles and update them as processes evolve.
• Assess and refine the staff experience to maximise efficiency while maintaining a high level of positive motivation.
• Evaluate escalated issues with installed residential energy products and work in a creative, proactive manner to resolve.
• Communicate customer concerns with Managers, Service Engineering, or Field Service as necessary.

Was mitzubringen ist

• 2 years Electrical, Energy or Electronic background related technical experience.
• Experience in troubleshooting technical issues.
• Work experience in technical support or call centre environment within renewable energy and battery background preferred.
• Previous experience in management / team lead / supervisor role preferred
• Ability to work on multiple priorities with steady composure while under pressure in a deadline driven environment.
• Strong attention to detail and follow up skills.
• Exceptional written and oral communication skills.
• Ability to coach and cultivate a successful team.
• Establish and maintain an encouraging and cooperative working environment.
• Flexible schedule and availability for assisting team members.
• Lead by emanating positivity and accountability.
• Proficiency in German & English (any additional language is a bonus).
• Willingness to learn about new and innovative technologies.

Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

Privacy is a top priority for Tesla. We build it into our products and view it as an essential part of our business. To understand more about the data we collect and process as part of your application, please view our Tesla Talent Privacy Notice.

Apply at: https://www.tesla.com/careers/search/job/250273?source=BA

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