Service Support Advisor, Residential Energy Service

Overview

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Tesla is seeking an experienced and dynamic Service Support Advisor to join our Residential Field Service Team. You will play a crucial role in managing and coordinating service activities to ensure timely resolutions and high client satisfaction.

• Manage daily schedules:
  Oversee and coordinate the daily schedules for Field Service Technicians (FST) and crews, ensuring efficient use of time and resources. Review self-scheduled work for quality and fill scheduling gaps to maintain a well-organized and densely packed schedule.
• Liaise with field teams:
  Act as a key point of contact for field teams to ensure timely system uptime and resolution of service issues.
• Customer interaction:
  Engage with customers to schedule, reschedule, and confirm appointments through various communication channels, including chat and phone.
• Monitor communications:
  Review and manage incoming emails and messages from teams, stakeholders, and customers to address scheduling needs for both proactive and customer-initiated requests.
• Update and communicate:
  Provide proactive and timely communication regarding scheduling timelines, updates, and changes to both customers and field teams.
• Utilize tools and dashboards:
  Use provided programs and dashboards to monitor and address key performance indicators (KPIs), such as outstanding and past due work, and prioritize service for residential clients.

• Associates degree preferred. Strong problem-solving skills with a proactive and self-motivated approach.
• Flexible and able to adjust to changing circumstances. Capable of working through problems and solutions with minimal guidance; resourceful in tackling challenges.
• Ability to work well independently and with others in a collaborative team environment. Excellent computer skills, particularly Microsoft Excel, PowerPoint, and Word.
• Strong organizational skills and the ability to prioritize and manage multiple projects simultaneously with complex and demanding deadlines. Exceptional communications, strategic thinking, and interpersonal skills.
• Excellent customer service skills. Excellent organizational skills with a focus on efficiency and effectiveness.
• Proponent for continuous improvements (process, product, technology).
• Strong attention to detail. Regular, reliable, and predictable attendance is required.

Compensation and Benefits:
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Aetna PPO and HSA plans with two medical plan options and $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans with $0 paycheck contribution options
• Company-paid HSA contribution when enrolled in the High Deductible Aetna medical plan
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company-paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program

• Entry level

• Full-time

• Other

• Motor Vehicle Manufacturing
• Renewable Energy Semiconductor Manufacturing
• Utilities

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