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