Director, Support & Field Service

Location: Fremont, California (On-Site)
Company: Zerova Technologies

Position Summary

The Director of Support & Field Service is responsible for leading service operations across the Americas, including field service execution, technical support, and overall service performance. This role oversees a distributed team of EV Technicians and Field Service Engineers and is accountable for delivering consistent service quality, maintaining system uptime, and supporting customer success across deployed charging infrastructure.

This position also manages Zerova's paid support and training programs for SLA providers and customers, ensuring consistent technical enablement and service readiness across the ecosystem.

The role works cross-functionally with Engineering, Product, and Sales to resolve field issues, improve product performance, and support continued growth.

Key Responsibilities

Service Operations & Performance

• Own service delivery across the Americas, including field execution, issue resolution, and ongoing support
• Define, monitor, and improve key service KPIs, including response time, resolution time, and system uptime
• Ensure the team consistently meets or exceeds established performance targets
• Establish and maintain scalable service processes aligned with a growing installed base

Team Leadership

• Lead and manage a team of EV Technicians and Field Service Engineers based in Fremont, CA, and possibly other regions.
• Provide direction, coaching, and performance management
• Support hiring and development as the organization expands

Field Service Execution

• Oversee field activities including troubleshooting, repair, and preventative maintenance
• Ensure consistency in service delivery across regions and customer sites
• Serve as an escalation point for complex technical issues

Third-Party Service Management

• Manage third-party service providers and ensure alignment with defined SLAs
• Track performance and address gaps in service delivery

Training & Support Programs

• Oversee and manage Zerova's paid support and training programs for SLA providers and customers
• Ensure training content, delivery, and certification standards are consistent and effective
• Support onboarding and ongoing technical enablement of service partners and customers

Systems & Reporting

• Utilize and optimize workflows within a leading cloud-based service management platform
• Maintain visibility into service operations through reporting and performance tracking
• Identify trends and recurring issues to support continuous improvement

Cross-Functional Collaboration

• Partner with Engineering to support root cause analysis and product improvements
• Provide structured feedback based on field performance and customer experience
• Collaborate with Sales and Account teams to support customer needs

Qualifications

• 5-10 years of experience in field service, technical support, or service operations
• Prior experience leading teams of technicians and/or field engineers
• Experience supporting AC Level 2 and DC fast charging systems, or similar electrical / power systems
• Experience working with third-party service providers
• Experience developing or managing technical training programs is preferred
• Familiarity with cloud-based service management platforms
• Strong organizational and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience supporting EV charging infrastructure deployments at scale
• Familiarity with fleet, logistics, or commercial charging applications
• Experience improving service performance metrics and operational processes

Compensation

• Base Salary Range: $180,000 - $210,000 annually
• Additional compensation may include performance-based incentives

Benefits

• Medical, dental, and vision insurance
• 401(k) plan with company contribution
• Paid time off and company holidays
• Life and disability insurance

Work Environment & Travel

• Based in Fremont, California
• Travel required to support field teams and customer sites across North America.