Regional Service Manager

It is an exciting time at Lightning eMotors, a fast growing company that designs and manufactures a wide portfolio of best-in-class zero emission medium and heavy duty vehicles – from Class 3 cargo vans, passenger vans, and ambulances, to Class 4 shuttle buses and box trucks, to Class 6 work trucks, Class 7 city buses, and Class 8 motor coaches.    Our team designs, engineers, customizes, and manufactures electric vehicles to support this wide array of fleet customer needs, with a full suite of telematics, analytics, and charging solutions to simplify the buying and ownership experience and maximize uptime and energy efficiency.

This is a new position for a Regional Service Manager to provide a high level of on-site and remote support to our customers.  You will be an integral part of our outstanding team, working with like-minded professionals dedicated to making a difference in the world and transforming the automotive industry.

The role will be based out of their home office in New York 

About the position:

We are seeking an ambitious, enthusiastic, and resourceful technical professional to lead our support efforts in Southern California. Regional Service Managers will be responsible for supporting vehicles and facilitating Service Provider utilization for regional customers. This position will lead groups of Service supervisors and technicians, whether Lightning or sub-contracted. Candidates will do well with technical vehicle experience (engineering or master-level technician), a demonstrated ability to train others on a variety of technical tasks, and a positive attitude to complete tasks, resolve problems, and build a scalable support network.  This position also plans and oversees service projects and reports on status and effectiveness.

Primary Responsibilities:

• Manage region of vehicle deployment, consisting of multiple customers with 10 vehicles
• Enact or coordinate resolution of issues, complete vehicle service and enable/empower third-party contractors (service providers) to complete vehicle service
• Select, direct, and coordinate activities of service providers to maintain high level of vehicle availability and uptime
• Identify and develop Lightning eMotors authorized service providers; provide on-site training and periodic audits of Lightning eMotors service providers
• Interface and communicate with customers, service provider staff, engineers, and LeM staff to provide effective end-user support and maintain a world-class customer experience.
• Serve as a professional representative of Lightning eMotors with timely and courteous responses to customer service calls
• Develop and maintain service information and history using the company’s service database and other software tools
• Accurately and thoroughly document service work provided
• Report departmental key performance indicators and take action to improve them meeting departmental objectives
• Maintain strong relationships with customers, service providers, technicians, and interdepartmental contacts
• Develop expert-level working knowledge of company’s products, developments, processes, and procedures to be able to assist service personnel and understand customer needs; maintain strong working knowledge of materials, tools, and processes of vehicle service
• Planning and organization: set regional objectives and source resources, processes, and tools to meet goals; establish priorities and structure tasks

Position Requirements:

Required

• Certificate of Completion from accredited automotive technical school or engineering degree
• At least 3 years’ experience as a Service Technician, with at least one years’ Experience managing Service Technicians or service facilities
• Valid driver’s license with clean driving record and ability to be covered under company insurance plan.
• Ability to travel (may exceed 50% of time, travel can be irregular and immediate)
• Extended work shifts, may exceed 12 hours at times
• Excellent leadership, communication, and customer service skills. Ability to take charge
• Experience with CAN bus diagnostics and data logging with CANalyzer, PCAN and/or Kvaser.
• Understand how to develop, read, and interpret electrical schematics as well as engineering drawings, prints, schematics, and diagrams.
• Ability to use analytic methods and tools to understand, predict, and/or control service operations and processes. Ability to analyze data and understand connections. 
• Knowledge of tools, vehicle/equipment/technology maintenance, and manufacturing
• Ability to maintain composure and balanced perspective when dealing with conflict or stressful situations.
• Ability to break down complicated industry topics into understandable communications meant for customer consumption.
• Ability to multitask and manage quickly changing objectives and priorities.
• Excellent organizational skills.
• Excellent interpersonal communication skills, ability to effectively communicate in-person, over the phone, and in written formats.
• Understanding of tracking and reporting on key performance indicators, sense of how to improve KPIs with objective decisions
• At least two years’ experience in Fleet technology management experience, or electric vehicle design, maintenance, or repair theory and/or practical experience.
• Demonstrated proficiency working well under pressure and handling stressful situations
• Excellent mechanical and electrical aptitude

Preferred

• Medium and Heavy Duty truck experience.
• Experience with high-voltage DC systems, particularly in PHEV, EV, or FCEV applications.
• Understanding of basic EV system architecture and components.
• Knowledge and practical application of CAD systems.
• Automotive wiring experience.
• Data processing experience.
• Strong understanding of technicians and the ability to identify appropriate repairs for vehicle problems.

Compensation and Benefits:

Salary: $80,000-$125,000 per year DOE

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Salary : $80,000 - $105,000