Developing the future of diagnostic services for transportation industries. Simplifying diagnosis of complex products to create approachable repair solutions and plans.

Built the Service Diagnostic Team at Rivian from 0 to 75 people on 4 teams including Diagnostic Specialist, Field Service Engineering, Diagnostic Engineering and Diagnostic Content teams.

•Adapted team expertise to include emerging field of Autonomous driving technologies and the complex diagnosis their implementation can bring. Worked closely with driver’s assistance team to improve in vehicle messaging and owner’s manual documentation in order to better educate owners of the capabilities and limitations of these new systems. •Developed end of life plans for Roadster program, striking a balance of continued customer support while enabling a path to eventual sun setting of the program. •Led team through serviceability improvements during design phase of Model 3, creation of Model 3 Theory of Operation documentation and training launch. Adapted to a dramatic increase in total vehicle fleet population as Model 3 sales ramped up to surpass total numbers of S/X vehicles built to date. Managed to improve overall team efficiency through improved vehicle alert messaging, increased diagnostic database content and hosting daily diagnostic phone support calls for first 3 months following production ramp.

•Led Service Engineering team growth from 4 to 19 members embedding new hires into existing design engineering teams for 6-month rotations; develop team into system level experts for all major vehicle systems.•Identified the need for rapid training of a growing technician base who was adapting to working on Electric vehicles. Proposed weekly technical meeting focused on Technician empowerment through up to date diagnostic information. I still host the meeting each week, leveraging diagnostic content, training, news and best practice tips to create a “fun” but informative meeting. Meeting has grown in popularity and spread through word of mouth to include many members of the Tesla organization (not just Technicians) with nearly 1000 weekly participants.•One of two lead architects of Tesla’s diagnostic tool and diagnostic database: “Toolbox” This tool was developed to leverage Tesla’s unique service structure in that it was designed as a wiki style database enabling technicians to document diagnosis of any issue, quickly enabling knowledge transfer globally. This tool is still in use today and has proven a very effective diagnostic resource for an ever-changing product line ( firmware updates, bugs, new features, etc.) •Led technical investigations into customer claims of unintended acceleration, accidents and legal claims involving vehicle dynamics or behaviors. Partnered with legal to defend hundreds of claims. •Began leading a weekly Product Integrity Meeting where safety critical issues are investigated and discussed to closure or Recall with Tesla General Council and Engineering Directors. •Led development of Theory of Operations documentation for Model X, pre-launch. Documents are a crucial resource for Service Operations teams to learn expected behavior, specs and design of a new product. •Coordinated and hosted Model X Elite training to prepare lead technicians from each service location in NA to service new complex systems introduced on the Model X.

•Partnered closely with Reliability Team during first years of Model S production to drive field failures back to quality improvements and field containments.

•Developed and led first Roadster technician training courses.•Wrote first Tesla Service and Recall bulletins, later developed Bulletin and Service Document management and review process still in use today.•Remotely monitored entire vehicle fleet vitals through daily data pulls. Developing proactive service plans for vehicles identified to have existing or potential for future performance issues.•Increased social media engagements 100% by devising and executing a multi-channel social media plan •Managed trade show business plan and $150K budget, successfully increasing lead generation by 10% at 3 industry shows•Generated and presented monthly and quarterly marketing analytics and ROI reports to senior management