Bevi
Burlingame, CA, USA
Bevi is a Series B startup bringing customizable, healthy hydration to commercial spaces across the US and Canada. Founded in 2013, our co-founders set out to out-design bottled water. Within five years time, Bevi has saved the waste generated by over 52 million plastic bottles and continues to grow at a rapid pace. With offices in Boston, New York, and San Francisco , we are expanding our beverage offerings and constantly strive to bring the next level of customization to the Bevi hydration experience.
We are looking for a Service Operations Manager to manage Bevi’s operations in the Bay Area. Reporting to the Director of Operations, our Service Ops Manager will oversee a team of 3-4 Field Service Engineers. The successful candidate will thrive in a fast-paced environment, have a laser eye for detail, and be committed to providing best-in-class service to Bevi’s customers as we grow our customer base in the Bay Area and beyond.
What you will do:
Lead the Field Service Operations team to complete field service activities in the San Francisco Bay Area
Manage the new customer installation process post-sales by coordinating the site inspection, completing all necessary install documentation (Certificates of Insurance, Work Permits, etc), overseeing any external contractor work, and ensuring the install takes place according to the customer’s expectations
Collaborate cross functionally to ensure effective support for sales and marketing teams
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
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
Manage the consumable and spare part inventory for the local market and maintaining systems to track receipts and picks of material
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
How you will grow:
Engage with a fast-growing nationwide start-up that sits at the nexus of hardware/ software and B2B/B2C, capitalize on changing trends in the beverage industry, and be on the vanguard of IoT products
Coach and mentor a talented service and operations team drawn from diverse sectors and learn from best-in-class leadership
Deploy your energy and expertise to further the company's mission of sustainability, wellness, and positive personal and environmental change
What you will bring:
8+ years experience in operations/operations management, field service, project management, or customer service
3 + years leadership experience in building and leading a team
Demonstrated process improvement experience, strong analytical, communication and time management skills
Savvy with management information tools including ticket tracking, excel, ERP, business intelligence and KPI reporting.
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
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
Bevi is a Series B startup bringing customizable, healthy hydration to commercial spaces across the US and Canada. Founded in 2013, our co-founders set out to out-design bottled water. Within five years time, Bevi has saved the waste generated by over 52 million plastic bottles and continues to grow at a rapid pace. With offices in Boston, New York, and San Francisco , we are expanding our beverage offerings and constantly strive to bring the next level of customization to the Bevi hydration experience.
We are looking for a Service Operations Manager to manage Bevi’s operations in the Bay Area. Reporting to the Director of Operations, our Service Ops Manager will oversee a team of 3-4 Field Service Engineers. The successful candidate will thrive in a fast-paced environment, have a laser eye for detail, and be committed to providing best-in-class service to Bevi’s customers as we grow our customer base in the Bay Area and beyond.
What you will do:
Lead the Field Service Operations team to complete field service activities in the San Francisco Bay Area
Manage the new customer installation process post-sales by coordinating the site inspection, completing all necessary install documentation (Certificates of Insurance, Work Permits, etc), overseeing any external contractor work, and ensuring the install takes place according to the customer’s expectations
Collaborate cross functionally to ensure effective support for sales and marketing teams
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
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
Manage the consumable and spare part inventory for the local market and maintaining systems to track receipts and picks of material
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
How you will grow:
Engage with a fast-growing nationwide start-up that sits at the nexus of hardware/ software and B2B/B2C, capitalize on changing trends in the beverage industry, and be on the vanguard of IoT products
Coach and mentor a talented service and operations team drawn from diverse sectors and learn from best-in-class leadership
Deploy your energy and expertise to further the company's mission of sustainability, wellness, and positive personal and environmental change
What you will bring:
8+ years experience in operations/operations management, field service, project management, or customer service
3 + years leadership experience in building and leading a team
Demonstrated process improvement experience, strong analytical, communication and time management skills
Savvy with management information tools including ticket tracking, excel, ERP, business intelligence and KPI reporting.
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
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
