Service Manager

Advanced Charging Technologies (ACT) is seeking an experienced Service Manager to lead and elevate our national service operations. This position is responsible for ensuring exceptional customer support, efficient field operations, and seamless coordination between internal departments and our dealer service network.
 
 The Service Manager will oversee a broad team that includes Warranty Claims Specialists, Service Dispatchers, Service Coordinators, Parts Specialists, Service Trainers, Customer Support Representatives, and Field Service Technicians. This role requires a hands-on leader with strong communication, organizational, and people-management skills-capable of aligning technical service performance with ACT's high standards for customer satisfaction and product excellence.

Key Responsibilities

• Lead, mentor, and develop the service organization, including technical support, dispatch, warranty, coordination, and field service teams.
• Oversee day-to-day service operations ensuring timely, high-quality customer support and field response.
• Manage and improve warranty claim processes, root-cause analysis, and corrective action documentation.
• Direct the parts, dispatch, and service coordination teams to ensure smooth scheduling, resource allocation, and issue resolution.
• Provide leadership for service training programs and continuous development of customer service and technical support personnel.
• Drive operational excellence through process improvements, KPI tracking, and standard operating procedures.
• Collaborate closely with engineering, production, and sales teams to ensure customer feedback informs product and process improvements.
• Strengthen relationships with ACT's dealer service network, ensuring alignment on service expectations, performance, and training.
• Maintain accurate reporting and provide executive updates on service metrics, performance trends, and improvement opportunities.
• Foster a culture of teamwork, accountability, and customer-first service.

Qualifications and Experience

• 5-10 years of experience leading service or technical support teams within a manufacturing, automotive, industrial equipment, or dealership environment.
• Proven record of successfully managing and motivating cross-functional service teams in a fast-paced, customer-driven organization.
• Strong understanding of field service workflows, warranty management, parts operations, and customer service best practices.
• Excellent leadership and communication skills, with the ability to influence and collaborate across departments and levels of the organization.
• Demonstrated ability to analyze performance data, set measurable goals, and drive accountability.
• High degree of professionalism and emotional intelligence (EQ), with a focus on coaching and developing team talent.
• Passionate about delivering top-tier service and building a customer-centric culture.
• Technical aptitude related to electrical, mechanical, or charging systems a plus.