Service Operations Specialist

8 meses atrás

Lisboa, Portugal Tesla Tempo inteiro

What to Expect
- At Tesla, our Service Operations Analysts consistently coordinate and support the entire local service operation, ultimately creating a seamless experience for service customers. This role is integral to the efficient running of our service team and will directly support our mission to accelerate the world’s transition to sustainable energy.
- As a Service Operations Analyst, you will provide in-depth, timely and collaborative project management and administrative support to both the Country lead and the local service operation. You will provide detailed data analytics to the business in order to drive continuous improvements within service, as well as ensuring best practice across market processes and procedures.
- To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a passion for the brand, a collaborative attitude and the ability to create exceptional experiences for both internal and external stakeholders.

What You’ll Do
- Provide day-to-day support to the Service Country Manager and/or Service Program Manager as well as the wider service business
- Provide comprehensive reporting and analytics at a country level for local initiatives and opportunities, identifying key operational improvements to assist strategic business decision making
- Be an active member of country current and upcoming projects and campaigns, supporting continuous improvements within the service organization and liaising with Service Program Lead if required
- Triage incoming issues and request from both internal and external stakeholders, escalating where necessary and collaborating with other teams to ensure a timely resolution of issues
- Identify and inform EMEA Service Operation team of local business improvements at a country level
- Act as a guide for business policies and guidelines, including but not limited to, in-house system queries, PO creation and compliance and invoicing processes
- Driving external vendors to follow invoicing guidelines as per Purchase Order process, proactively reporting non-compliant conduct to responsible managers and procurement
- Correctly process non-PO invoices when required, preparing bulk uploads and ensuring correct financial data to obtain approvals in a timely manner
- Co-ordinate travel and accommodation for employees when mass support is needed by another service location, including processing relevant expenses
- Escalate any business-critical issues to senior management
- You may be required to support other markets when required by the business

What You’ll Bring
- In-depth experience in a customer facing function within Tesla, including a strong understanding of Tesla’s presence in the local market
- Have in-depth knowledge of Tesla’s service operations, processes, policies and vehicle repairs
- Analytical with the ability to manipulate mass data into a manageable and meaningful format
- Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
- A creative and out-of-the box problem solving attitude to identify and drive continuous improvements
- Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
- Ability to excel in a team-based environment and achieve common goals
- Possess an understanding of automotive techniques related to repair and servicing of vehicles
- Digitally savvy - ability to adopt and adapt quickly to new technology and systems
- Able to communicate, read, and write effectively in the English language and local language
- Must have and continue to maintain a valid driving license and safe driving record

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