Head Of Service

Responsibilities : Own Amperesand's service strategy. Define the offering, service tiers, coverage model, and response and restoration commitments. Credibility Signal. Engage with prospective customers during due diligence to drive confidence in Amperesand's product support capabilities. Build the organization. Stand up service engineering, field service and commissioning, technical support, service operations, spare parts and logistics, and warranty administration. Own headcount and capacity planning tied to install-base growth and contractual obligations. Set the in-house versus outsourced model. Decide which capabilities are strategic and retained, and build, qualify, certify, and manage the third-party service provider network that delivers the rest. Own the training and certification program for technicians. Own the service P&L. Revenue, cost structure, and margin, plus the investment case for building the organization ahead of revenue. Make the MSA a real product. Define the tiered MSA portfolio build the underlying cost model so every commitment is fully costed and recoverable. Stand up the service ticketing system. Select and implement the system of record for field issues from scratch - case taxonomy, severity model, SLA clocks and escalation, integration with CRM and ERP and the customer portal, and adoption across internal teams and partners. Run the service review for executive leadership. Service issues Pareto, component failure Nevada charts and cohort reliability analysis, top-issue status and correctiveaction closure, fleet performance against contractual commitments, and service financial results. Drive design for serviceability. Act as the service voice in specifications and design reviews. Qualifications. 10+ years in service, aftermarket, or field operations for electrical or electromechanical equipment, including 5+ years leading teams and managers. BS in electrical or mechanical engineering, or equivalent demonstrated technical depth. Direct experience with grid-connected equipment in commercial, industrial or utility environments - utility-scale PV or BESS inverters and power conversion systems, or adjacent capital equipment such as large UPS, motor drives, medium-voltage switchgear, transformers, turbines, or equivalent. Track record building a service function or major new service capability from the ground up. Ownership of a service or aftermarket P&L, including building cost models and pricing service contracts profitably. Hands-on experience designing, pricing, negotiating, and delivering against MSAs, LTSAs, or availability-guarantee agreements, and working with outside counsel on service and warranty terms. Fluency in reliability and quality methods, with the ability to build the analysis directly: Pareto, Nevada and cohort failure charts, MTBF and MTTR, Weibull, FMEA, and 8D rootcause corrective action. Demonstrated influence over product design for serviceability, with specific examples and the field outcomes that resulted. • Executive-level communication - able to present fleet performance, service risk, and financial results to a C-suite and board audience and withstand scrutiny. Willingness to travel 10% to customer sites, partners, and manufacturing, including international travel as the business expands. Salary and Benefits Please note: This role requires working on-site 5 days a week. We do not offer hybrid or remote options. Pay Disclosure & Benefits Compensation will be determined based on experience, location, and other factors permitted by law. The benefits outlined below apply exclusively to employees located in the United States. • Competitive Salary + Incentive Stock Options • Medical, vision, and dental benefits for employees and their dependents, effective from the start of hire • Company paid Basic Life, AD&D, short-term and long-term disability insurance • 401k retirement savings plan through Empower • Employees receive paid time off (PTO), paid sick days, and paid company holidays • Commuter Benefits • 100% paid maternal leave (12 weeks) and paternal leave (6 weeks) Singapore-based employees receive benefits in accordance with local government provisions. SF Pay Range $210,000-$260,000 USD Reno Pay Range $180,000-$225,000 USD Pay Disclosure & Benefits Compensation will be determined based on experience, location, and other factors permitted by law. The benefits outlined below apply exclusively to employees located in the United States. • Competitive Salary + Incentive Stock Options • Medical, vision, and dental benefits for employees and their dependents, effective from the start of hire • Company paid Basic Life, AD&D, short-term and long-term disability insurance • 401k retirement savings plan through Empower • Employees receive paid time off (PTO), paid sick days, and paid company holidays • Commuter Benefits • 100% paid maternal leave (12 weeks) and paternal leave (6 weeks) Singapore-based employees receive benefits in accordance with local government provisions.