Field Operations Service Manager
Job Type: Full Time / Permanent
We are seeking a dynamic, organized, customer focused Field Ops and Service Manager to help us to reach our bold growth goals assisting fleets in reducing their carbon emissions and achieving environmental sustainability goals. This role will be one of the company’s primary customer facing experts on our fuel system technology. This requires a comprehensive understanding of electrical, mechanical, and software systems, a mastery of the tools and diagnostics utilized for installing and servicing the product, and a dedication to representing the company with dignity and distinction in customer environments. This is a full-time salaried position based in Pittsburgh, PA with significant travel requirements (25%-50% of a work year). This position will oversee the entirety of the Post Installation relationship with clients and managing the Field Operations team to successfully meet operational goals. We are a fast-growing technology company; all employees must be self-directed and capable of managing multiple duties within the company. We are most excited to work with individuals who learn quickly and have a passion for clean energy solutions.
Responsibilities: • Manage the workload of the Field Operations team through scheduling, assignment of duties and responsibilities, providing prioritization of tasks and assessing work performed. • Maintain and nurture client relationships; respond promptly to service requests. • Become an expert on the fuel system, and the various electrical, software, and hardware components therein. • Work with all aspects of system installations, including but not limited to: vehicle teardown and reassembly (interior, exterior, and engine compartment), installation of fuel tanks, manifolds, fuel and coolant lines, wiring harnesses, electronic controllers, and display units. • Read, interpret, and utilize appropriate technical drawing, schematics, electrical diagrams and manuals to complete system installations, troubleshooting, and repairs. • Perform appropriate system testing upon project completion. • Ability to create installation and maintenance documents for internal and external use. • Confidence in communication and ability to impart knowledge to customers, leading to the training of other fleet technicians. • Have the ability to train and onboard internal and external technicians for installation and service duties • Provide an open and welcoming line of communication with customers to provide troubleshooting and technical support via telephone, email, or in person. • Make sure all customers’ needs are satisfied in an effective and reliable manner. • Research and resolve technical issues implementing both internal and external information and resources.
Qualifications & Experience: • ASE Diesel certification or equivalent, and/or military service in a relevant area, and/or significant work equivalent experience • Minimum 5 years of heavy-duty vehicle or equipment installation, diagnostic, and/or repair experience • Minimum 2 years of management experience • Intimate knowledge of both electrical and mechanical systems, with proven ability to troubleshoot and repair independently. • Ability to comprehend detailed product schematics and documentation and follow complex work instructions. • Advanced communication and computer skills, including familiarity with MS Office and/or GSuite, and the ability to communicate in a clear and professional manner with both coworkers and customers. • Demonstrated strong analytical, written, and verbal communication skills with the ability and willingness to work with other team members to solve problems. • Proven track record of working independently and under pressure, with little to no supervision when necessary. • Ability to create and keep to timelines and deadlines and prioritize the workload without direct supervision. • A strong sense of pride in the work done that shows in quality and customer satisfaction.
Other Job Requirements • Frequent physical activity such as bending, climbing, twisting, and lifting tools, parts, and materials (up to 70lbs) • Work occurring in a variety of environments, including but not limited to: office, outdoor, warehouse and shop conditions • Ability to work around a variety of particulates, lubricants, and chemicals. • Valid driver’s license with acceptable driving record; CDL a plus • Significant domestic travel is required (up to 50%) • Flexible hours of operation.