Head of Critical-Power Field Operations

Proper Voltage Inc.; Carlsbad (CA); Hybrid; USD 210.000 - 250.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

Flexible PTO

Zusammenfassung

Proper Voltage Inc. is hiring its first Head of Field Operations to own deployments from our products leaving the hands to a customer relying on them. The focus is critical power: UPS and battery storage at data centers and other sites that cannot lose power.

You will build a nationwide partner-led service model, certify field technicians, set SLAs, and own warranty and RMA processes. You will drive a continuous feedback loop to Engineering and Supply Chain to improve reliability.

Qualifikationen

• 8+ years in field service or deployment operations for complex hardware.
• Experience with power electronics, energy storage, robotics, or similar systems.
• Proven success building a partner-led service model across distributors, integrators, or third-party field providers.
• Direct experience managing critical incidents, commissioning failures, warranty decisions, and RMAs.
• Ability to read diagnostic logs, electrical and system documentation, firmware information, and failure evidence without becoming a substitute for Engineering.
• Proven ability to establish SLAs, escalation paths, service records, and operating metrics from scratch.

Aufgaben

• Own deployment readiness, commissioning, acceptance, customer handoff, and the operating checklist that determines whether a site and support system are ready.
• Act as PV's contract manager for our nationwide service partner: write and co-sign each Scope of Work, set response times, staffing, and warranty pre-approval rules, run the monthly scorecard, approve invoices and change orders, and recover costs when the partner causes damage.
• Design the rest of the service network, including geographic coverage, spares placement, a qualified second partner, how distributors install and service what they sell, and the defined work customers’ own facility teams can take on once certified.
• Build and run the training and certification program. You certify the partner’s lead technicians and trainers, they deliver your program to their field teams, and you audit both.
• Own field triage, severity classification, escalation, containment, remote or on-site resolution, and customer communication during incidents, including which monitoring alarms get a remote fix and which get a truck.
• Own warranty operations and authorization, RMA, failure disposition, replacement, rework, and return-to-customer coordination within the approved warranty policy and technical criteria.
• Define PV's first customer-facing service commitments, including response time, containment, restoration, uptime, repeat failures, partner performance, and RMA cycle time, and flow each one into our service partner's Scope of Work.
• Own the service workflow and serial-level record requirements, including the call on where that record lives. Partner service reports land in PV's system, not the partner's.
• Critical incidents don't keep business hours. You are the first call on major customer incidents, with a backup.
• Build the field-to-engineering evidence loop; Engineering owns technical diagnosis, root cause, corrective-action approval; service documentation is yours.

Kenntnisse

8+ years field service

Power electronics/energy storage

Partner-led service model

Critical incidents management

SLAs and metrics

Diagnostic logs & failure analysis

Jobbeschreibung

Proper Voltage Inc. is hiring its first Head of Field Operations to own deployments from our products leaving the hands to a customer relying on them. The focus is critical power: UPS and battery storage at data centers and other sites that cannot lose power.

You will build a nationwide partner-led service model, certify field technicians, set SLAs, and own warranty and RMA processes. You will drive a continuous feedback loop to Engineering and Supply Chain to improve reliability.