Joshua Cusveller

Work activities: • Responsible to exceed customer expectations of what a service experience should be. Actively monitoring customer service trends to make necessary improvements, and assist the team in developing appropriate standards and processes to continuously improve the overall service experience. Using different KPI data sheets to spot these trends and learn what input needs tweaking to improve. Creating action points, executing and monitoring these points with the team. Created a two week rule, meaning an executed improvement point will be visible in metrics after at least two weeks. • Committed to the success of my team, and actively involving myself in my team members’ growth and development. Not talking the talk, but also walking the walk in order to set the standard for open communication, active problem solving, and a positive work environment. By coaching and teaching my team, to build a team of top talent and mentor new coaches and leaders. Providing regular coaching and feedback, and have a deep knowledge of my team’s strengths and opportunities. Responsible for leading change and inspiring my team every day. • Understand and own every aspect of my service center’s performance. Being responsible for driving continuous improvements to facilitate exceptional team output and customer service by partnering with operations teams on strategic execution. Champion safety, efficiency, quality, and overall excellence in all of my actions and decisions. • Knowing the KPI numbers and leading the center’s daily operations to achieve specific goals in quality, productivity, output, cost as well as revenue / margin where applicable. • Actively supporting different Service Center locations with my cross service experience.

Work activities: • Provided effective supervision and coaching to assigned technical employees to achieve the required quality and service output goals. Maintained appropriate shop records and inventories. Managed the smooth flow of work through the service center; • Being a process leader for shop activities, ensuring work standards are defined and systemically improved with input from service technicians and the rest of the service center team; • Lead, coached and developed a highly engaged team of technicians; • Partnered with Service Manager and other key stakeholders to establish targets for quality, speed and cost in line with customer and business needs; • Ensured that work standards and available engineering procedures are current, accurate and that all work is done in compliance to ensure maximum quality; • Monitored to ensure that all employees comply with safety regulations and the service center's safety program; • Worked with employees to resolve technical and personnel problems. Scheduled employees to effectively meet service needs and to ensure vacation and other time off consistent with company policies. • Responsible for selecting team members and ensuring they receive the required training. Conducted regularly scheduled one on one developmental meetings with team members to facilitate their professional development. Monitored training needs/requirements of the team and individuals and coordinated training as required in partnership with training team resources. • Provided effective daily communication in order to keep all team members working toward the same goals. Communicated to employees all issues that affect the service center and overall service organization. • Partnered with Service Manager to scale and grow the service production team in support of company targets.

Work activities: • (Main priority) Performed work in the inspection, repair, and service of Tesla electric vehicles; • Partnered with team members to drive efficiency and resolve complex issues; • Self-managed technical expertise development by creating individual development plan; • Supported other Service centers national and international; • Supported new hires and existing technicians in adopting Tesla repair methods, by setting-up coaching sessions onsite, with help of service manuals, gathered training materials and based on personal experience; • Worked with Tesla Academy trainers in requesting training material for self-improvement and/or for onsite coaching sessions.