Europe Head of Service Operations

**Europe Head of Service Operations**
- Make a direct impact on reducing emissions and climate change
- Dive into cutting-edge technology and broaden your skills
- Join the rapidly growing EV industry

**About Tritium**

Join Tritium, a leader in advanced DC fast charging infrastructure for electric vehicles.

Recently acquired and revitalised under new ownership, Tritium is dedicated to leading the charge in the evolving EV industry. Our state-of-the-art technology empowers public and fleet customers to charge their electric vehicles seamlessly, anywhere and anytime, accelerating the global transition to sustainable transportation.

As we embark on this new chapter, we're seeking passionate individuals to join our mission of electrifying transportation. At Tritium, you’ll find a collaborative culture that values creativity, teamwork, and individual excellence. Our commitment to innovation, sustainability, and strong partnerships drives us to deliver a superior charging experience.

If you’re ready to help shape the future of sustainable transportation and make a meaningful impact, explore our career opportunities. Join Tritium and be a part of the transformation in the EV charging industry.

**About the role**

This Europe Head of Field Service Operations position reports directly to the Global Head of Service Operations and is based in the UK or Europe.

The postholder will manage the implementation and continuous improvement of the Tritium Operations, which include but are not limited to leading a team of field service, technical support, spare parts and engineering operations across Europe.

The postholder will lead teams in the UK and Europe, to drive the best operation and operational results, securing the growth of revenue. All within clear objectives and in a structured and detailed execution plan and is expected to enhance internal processes and operations in order to keep the maximum efficiency in all processes.

Key responsibilities for this role include, but are not limited to:

- Execute the Service strategy provided by the Executive. The key strategic objectives for this role being to ensure all chargers are operating at 98% uptime as a minimum, all SLA’s are being achieved as per contract and Service Revenue Targets are achieved.
- Ensure Chargers Down are rectified within the required response times.
- Expand the number of Tritium service technicians where the business case justifies the investment and find and recruit service partners to extend and deepen our network serving all areas to achieve the uptime objective.
- Ensure spare parts are available to meet response time requirements.
- Using data analysis, drive decisions to enhance service offering, Customer Success, Customer Preference, system and unit performance and uptime.
- Recruit, develop, train, manage and mentor a high performing Operations and Customer Support team.
- Provide data analysis to assist the Engineering Team with both problem resolution and product improvement.
- Development of a culture and environment of collaboration, holding the team accountable, and act as one team.
- Coordinate closely with the Sales Team to provide support for product revenue sales.
- Ensure the latest best practice processes are in place.
- Track company financial performance in Operations using the P&L and cashflow forecasts supported by Finance.
- Be responsible for and lead the process for accurate stock take of inventory
- Work to achieve the KPIs set in the annual performance review.
- Ensure the team maintain a good technical understanding of Tritium products, their architecture, operation and construction.
- Work in accordance with the established Business Plan and Standard Operating Procedures under the direction of the COO to ensure that all your activities are performed in an effective, professional and timely manner.
- Ensure the team is aware of and adheres to all Tritium policies and procedures, with a particular focus on workplace health and safety policies and procedures.
- Increase the levels of customer satisfaction, by close and regular contact and attention to customer requirements and needs.

**About you**
- Bachelor’s degree in Business Management, Technology, Engineering, or related field.
- 10+ years in a leadership role
- 10+ years in customer support, customer service operations, production, supply chain or logistics role
- Confident leader that possess the abilities to execute, influence, build relationships, and is a strategic thinker
- Ability to work in a fast-paced environment requiring rapid response
- Highly motivated, tireless, driven to make things better for both the customer and the company
- Ability to drive improvements through proactive data analysis and quality control improvements
- Excellent presentation skills, along with oral and written communication skills

**What’s on offer**

Our people are our most important asset. We want to change the world for the better and we need you to do it. We invest