Sr. Manager, Service Location:Riverside, CA (Travel Required)Salary Range: $163,000 - $182,000We're a collaborative team that wears multiple hats and is building something special - and we're looking for a Senior Manager of Service who can contribute to creating the service system, documentations, and processes that turns great vehicles into great customer experiences in the West Coast region first, and future opportunities to grow the service network to the entire nation.
Position Summary The Sr Manager of Service is an important player in establishing end-to-end service, warranty, charging, and customer support ecosystem from the ground up. This is a rare opportunity to define the post-sale strategy for next-generation electric vehicle production deployment in the USA.
Reporting directly to executive leadership, you will participate in creating the infrastructure, processes, partner networks, and teams necessary to support a growing fleet of electric & hybrid vehicles across diverse customer segments - from transit agencies and municipalities to commercial fleets.
Key Responsibilities:
The Sr Manager of Service owns four core strategic pillars in the West Coast region:
1. West Coast Service Network Strategy
- Design and build ENC's west coast service network, including authorized dealer service centers, mobile service capabilities, and regional service hubs.
- Establish service standards, technician certification programs, and tooling/equipment requirements for all service points.
- Develop service partner agreements, SLA frameworks, and performance metrics for dealer and independent service providers.
- Oversee parts distribution strategy, depot inventory positioning, and spare parts forecasting to support uptime commitments.
- Build remote diagnostics and telematics-driven predictive maintenance capabilities in partnership with engineering and software teams.
2. Warranty Strategy & Management
- Define ENC's warranty policy structure - coverage tiers, terms, exclusions, and claims adjudication processes - for both vehicle systems and high-voltage components.
- Build the warranty administration infrastructure, including claims processing systems, dealer reimbursement workflows, and fraud controls.
- Partner with engineering and supply chain to manage supplier warranty recovery programs and root cause analysis loops.
- Track warranty cost per unit, emerging failure trends, and field reliability data to inform product improvement and liability forecasting.
- Ensure warranty programs meet or exceed competitive benchmarks.
3. Charging Infrastructure & Support
- Develop ENC's charging support strategy for customers, including depot charging design guidance, EVSE partner recommendations, and fleet charging management.
- Build relationships with charging hardware and software providers (EVSE OEMs, CPMS platforms, utility programs) to create customer-ready charging solutions.
- Support customers through the charging infrastructure deployment journey - from site assessment and load planning through commissioning and ongoing support.
- Define charging-related service and support protocols, including remote monitoring, fault resolution, and escalation paths.
- Track charging uptime, grid interaction performance, and customer charging experience KPIs.
4. Customer Support & Technical Assistance
- Build and lead ENC's technical support function, including a customer-facing Technical Assistance Center (TAC) capable of handling Level 1-3 escalations.
- Develop customer onboarding programs, operator training curricula, and service documentation (service manuals, TSBs, diagnostic guides).
- Define and implement customer satisfaction metrics (CSI, NPS, first-call resolution) and continuous improvement programs.
- Define and monitor service aspects of our online digital commercial experience platform ensuring prompt accurate information and updates.
- Create escalation management protocols for critical field issues, safety-related events, and recall coordination.
- Build the team, tools, and knowledge management systems needed to scale support as the deployed fleet grows.
Additional Leadership Responsibilities - Lead cross-functional alignment between Service, Engineering, Sales, Supply Chain, and Finance on service readiness for new model launches.
- Develop and manage the service and warranty P&L, including budget planning, warranty reserve modeling, and cost reduction initiatives.
- Represent ENC's service capabilities to fleet customers, transit agencies, and buyers during the sales and procurement process.
- Provide executive-level reporting on service operations, warranty performance, customer satisfaction, and field reliability.
- Build and mentor a high-performing service organization capable of scaling with the business.
- Stay current on commercial EV service trends, regulatory requirements (FMCSA, CARB, EPA), and competitive service benchmarks.
Who You Are - You have built or led a service organization in the commercial vehicle, EV, or transportation equipment industry and understand what it takes to support vehicles in demanding duty cycles.
- You think strategically about network design, customer experience, and cost management - and you can execute operationally to get things done in a fast-moving environment.
- You are passionate about electric vehicles and understand the unique service challenges of high-voltage systems, battery management, and charging infrastructure.
- You are a builder - comfortable creating programs, policies, and teams from scratch with limited resources and high expectations.
- You communicate credibly with both technicians on the shop floor and C-suite executives in the boardroom.
- You bring a customer-first mindset and treat uptime, reliability, and responsiveness as non-negotiable commitments.
- You are energized by the challenge of launching something new and making it excellent.
Position Requirements: - Bachelor's degree in Engineering, Business, Operations, or a related field; advanced degree preferred.
- 12+ years of progressive experience in service, aftersales, or technical operations within commercial vehicles, automotive OEM, transit, or transportation equipment industries.
- Demonstrated experience building service networks, warranty programs, and technical support infrastructure - ideally for a new product launch or startup environment.
- Strong understanding of electric and hybrid vehicle systems, high-voltage safety protocols, battery technology, and EV charging infrastructure.
- Experience managing dealer or distributor service relationships and developing authorized service programs.
- Proven ability to develop warranty policy, manage warranty cost, and partner with engineering on field quality improvement.
- Familiarity with telematics, remote diagnostics, and connected vehicle platforms.
- Experience with government and fleet procurement environments (transit agencies, municipalities, commercial fleets) is a strong plus.
- Strong financial acumen - able to build and manage budgets, model warranty reserves, and develop business cases.
Work Environment: - This is an onsite position based in Riverside, CA and requires being onsite.
- Ability to travel up to 40% as needed to support customers, service partners, and field operations.
Benefits: - Comprehensive benefits package: Medical (including FSA & HSA), dental, vision, life and disability insurance, EAP, mental health, and wellness programs
- 401(k) with employer match
- Paid time off and twelve (12) paid holidays
- Employee referral program
- Career growth and development opportunities
Career Growth at ENC We believe great careers and leaders are built from within. Many of our team members have advanced into roles that lead or into specialized technical positions. We invest in hands-on training, skill development, and long-term career pathways within manufacturing operations.
