✨ AI Insights & Summary
Harbinger is revolutionizing the electric vehicle industry, and this Service Operations Manager role is crucial to their West Coast expansion. This dynamic position blends technical expertise with hands-on field service and dealer support, offering a unique opportunity to shape the service experience for a cutting-edge EV company. If you possess a strong automotive or EV technical background, excellent problem-solving skills, and a passion for building robust service operations, this role offers significant autonomy and the chance to be part of a transformative mission.
About Harbinger
Harbinger is an American commercial electric vehicle (EV) company committed to transforming the industry with innovation. Our team of EV, battery, and drivetrain experts leverages deep experience to deliver a first-of-its-kind EV platform, addressing the growing demand for medium-duty EVs and Hybrids. We are driven by a "Familiar Form, Revolutionary Foundation" philosophy.
About the Role
The Service Operations Manager, West Coast is a multi-functional service professional responsible for supporting Harbinger’s dealers, fleets, and service partners through technical call center support, mobile field repair, dealer audits, and service readiness activities. This role provides both remote and on-site service support, including diagnostic assistance, hands-on repair, dealer capability assessments, field training, and service process validation. The Regional Fixed Operations Representative is a critical extension of the Technical Service Call Center, supporting escalated cases, conducting field quality investigations, and ensuring that Harbinger’s service standards are consistently met across the region.
Success in this role requires strong technical acumen, excellent communication skills, customer-facing professionalism, and the ability to operate autonomously while representing Harbinger in the field.
What You'll Do
Technical Service / Call Center Support
- Serve as an extension to the call center for dealer and fleet support cases.
- Assist call center technicians by providing advanced troubleshooting guidance and decision support.
- Document technical findings and escalate systemic issues to Service Engineering.
- Participate in rotational availability for technical support coverage as needed.
Field Service & Mobile Repair
- Conduct on-site diagnostics, repairs, and component replacements for escalated cases or critical customer situations.
- Perform mobile service operations safely, effectively, and in compliance with HV and LV system requirements.
- Support dealers and service partners with hands-on assistance during difficult or unfamiliar repairs.
- Validate service procedures, tooling needs, and repairability feedback for continuous improvement.
Dealer Support & Audit Activities
- Conduct dealer service capability audits, including facility readiness, technician competency, tool availability, safety compliance, and parts stocking.
- Provide coaching and training for dealer technicians on service procedures, safety practices, and Harbinger diagnostic tools.
- Assist dealers in establishing proper repair documentation, warranty workflows, and communication channels.
- Support initial dealer onboarding and launch readiness assessments.
Field Quality, Issue Identification, and Escalation
- Investigate field issues, gather data, and support failure analysis for high-impact cases.
- Document findings and provide feedback to Service Engineering, Quality, and Product teams.
- Monitor recurring issues within the region and support corrective action validation.
- Capture service data and case notes for trend analysis and product improvement.
Customer & Dealer Relationship Management
- Serve as the primary field-facing regional representative for Harbinger service operations.
- Maintain strong relationships with dealers, fleets, and service partners in the region.
- Support customer satisfaction efforts by ensuring timely resolution of high-priority cases.
Process & Documentation Support
- Assist in developing and refining service procedures, quick reference guides, and training content.
- Validate new service tools, diagnostic features, and technical publications through field use.
- Support warranty analysis by providing detailed field insights and documentation.
Dealer Onboarding & Readiness Coordination
- Coordinate onboarding activities between Sales, Service, Parts, Training, and Operations.
- Monitor dealer readiness milestones.
- Ensure dealers understand available Harbinger support resources.
- Support launch readiness communication activities.
General Responsibilities
- Maintain a safe working environment and comply with all HV safety protocols.
- Document all field activities thoroughly and submit trip reports as required.
- Manage regional travel schedules efficiently and professionally.
- Perform additional duties or participate in cross-functional initiatives as assigned.
Who You Are
- Excellent communicator with strong verbal, written, and technical communication skills.
- Proven ability to diagnose, troubleshoot, and resolve complex automotive or EV-related issues.
- Strong customer-facing skills with the ability to remain calm, professional, and solutions-focused under pressure.
- Solid project management and organizational discipline; able to manage multiple field cases simultaneously.
- Demonstrates DWYSSWYD mindset (Do What You Say, Say What You Do): accountability, follow-up, and clear communication.
- Adaptable and resourceful, able to work effectively in fast-paced, dynamic environments.
- Strong collaboration skills and the ability to serve as a bridge between dealers, service, engineering, and customers.
- High attention to detail with a "seek to understand" approach before taking action.
- Proficiency in MS Office Suite, diagnostic platforms, dealer management systems, and digital communication tools.
Core Competency Areas
- Technical diagnostics (EV and mechanical systems)
- Field service and problem-solving
- Customer relationship management
- Service documentation and reporting
- Training and communication
- Autonomy and self-direction
Key Benefits & Perks
- Comprehensive Health, Dental & Vision (HDV) – 100% employee covered.
- Early-stage Stock Options.
- Robust Retirement Savings (401k, HSA, FSA).
- Generous Paid Time Off (PTO) & Parental Leave.
- Annual Vacation Bonus.
- Wellness & Fertility Benefits.
- Cell Phone Stipend.
- Complimentary Meals & Stocked Kitchens.
California Pay Range
$120,000—$140,000 USD
Equal Opportunity
Harbinger is an equal opportunity employer. We are committed to ensuring our hiring process is accessible for persons with disabilities. Please email info@harbingermotors.com for accommodation requests.