Field Operations Manager - South San Francisco

Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital and we have grown tremendously each year since launch. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.

We are looking for a Field Operations Manager to manage Bevi’s operations in the Bay Area, based out of our office in South San Francisco. Reporting to the Director of Service Operations, our Field Operations Manager oversees a team of Field Service Engineers. The successful candidate will thrive in a fast-paced environment, know San Francisco like the back of their hand, and be committed to providing best-in-class service to Bevi’s customers as we grow our customer base in the San Francisco area and beyond.

This is a high impact role, where a strong performer has room to drive great performance in the SF market and our national network through collaboration with coworkers in the same role in other regions.

The base salary for the position is between $85,000 - $100,000.

What you will do:

• Lead the Field Service team to complete field service activities in and around San Francisco
• Create daily schedules for your technicians
• Manage the new customer installation process post-sales by coordinating the site inspection, completing all necessary install documentation, and ensuring the install takes place according to the customer’s expectations
• Provide training and coaching to team members on servicing machines, completing machine design change updates, troubleshooting software and hardware, and good practices when communicating with customers
• Manage the day to day operations of our small scale warehouse, including managing inventory and vehicles
• Lead root-cause troubleshooting efforts to resolve machine issues quickly and to customer expectations
• Develop new processes and Standard Operating Procedures to improve field service efficiency
• Gather and share customer and service feedback with the product team, improving future versions and iterations of our product
• Own Key Performance Indicator (KPI) targets including machine uptime, customer service, unplanned service rate, and monthly machine visits
• Develop a full understanding of the job descriptions for each team member and Standard Operating Procedures and be prepared to “fill-in” for any position as needed

Requirements

• 5+ years experience in operations/operations management or field service
• 2+ years leadership experience in building and leading a team
• Demonstrated process improvement experience, strong analytical, communication and time management skills
• Familiar with management information tools including ticket tracking, excel, ERP, business intelligence and KPI reporting
• Comfort with managing a local technician team but reporting to a remote home office
• Proven track record for providing high levels of customer service with strong ownership
• A passion for our mission and our product
• Experience in Start-Up and high growth company preferred but not required
• Comfortable working with customers and being the face of Bevi customer service
• Proven track record for being hands-on when necessary
• An active license to drive a vehicle in the local market serviced
• Comfort using modern digital tools for communication and employee management
• NOTE: The successful candidate will need to pass a standard background check and RMV records check, and provide proof of vaccination for COVID-19, prior to hire

Benefits

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match, and environmentally responsible investment options
• Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
• Generous fully paid parental leave for both birth parents and non-birth parents
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks, weekly catered lunch, and (of course) unlimited Bevi ... plus composting and terracycling, too
• Happy hours, team-building events, bagel breakfasts, Hero awards - and more!