Service Advisor

Pebble•Fremont, CA

7d•$88,000 - $112,000•Remote

About The Position

Pebble Inc. is reimagining the open road, building smart, sustainable electric travel trailers for the next generation of adventurers. As a Service Advisor, you are the owner's primary advocate and the operational backbone of our service team. This role goes well beyond intake and scheduling: you will own warranty case management, coordinate mobile technician dispatch, build and present repair quotes from labor and parts, and guide owners through difficult conversations, including warranty denials and unexpected costs, with the professionalism and empathy that a premium product demands. This is not a traditional service advisor role. Success requires balancing owner advocacy with sound business judgment, navigating complex warranty decisions, managing escalated customer situations, and maintaining composure when conversations become difficult. If you thrive under pressure, communicate with clarity when stakes are high, and take pride in resolving complex problems for people who care deeply about their product, this role is built for you.

Requirements

2+ years as a service advisor supporting premium or luxury customers in automotive, RV, marine, specialty vehicle, or high-end consumer hardware environments. Experience delivering service to discerning, high-expectation customers is required; luxury automotive dealership experience strongly preferred.
Hands-on experience with warranty administration: writing claims, determining coverage, communicating denials, and managing goodwill, including the documentation practices that protect the business
Demonstrated ability to deliver difficult news to premium customers with empathy, composure, and precision, while maintaining the relationship through it
Experience building quotes from labor and parts; comfortable explaining cost breakdowns and obtaining written approvals before work begins
Proficiency with service management or DMS software (CDK, Reynolds & Reynolds, Salesforce Service Cloud, or equivalent). This is required, not a nice-to-have.
Strong working knowledge of EV systems or complex electrical/electronic products; able to engage meaningfully with technical teams and translate findings for owners
Exceptional written and verbal communication: clear, concise, and professional under pressure
Proven ability to manage a high-volume case load with competing priorities, urgency, and consistent follow-through
Above-average phone presence; comfortable owning escalated calls without escalating conflict

Nice To Haves

Direct experience with travel trailer, towable RV, or specialty vehicle service operations
Familiarity with mobile or field service dispatch coordination
Experience at a hardware or technology company in its early commercial stage

Responsibilities

Serve as the primary point of contact for Pebble owners across phone, email, and digital channels, owning each case from first contact to resolution
Build and maintain long-term owner relationships through transparent, proactive communication and a consistently premium service experience
Deliver difficult news, including warranty denials, repair delays, and unexpected costs, with empathy, clarity, and professionalism that protects the owner relationship and limits liability
Set accurate expectations on timelines and follow up consistently; never leave an owner wondering where their case stands
Own warranty case documentation end-to-end: determine coverage eligibility, prepare and submit claims accurately, and maintain thorough records in compliance with Pebble policy
Clearly communicate warranty decisions to owners, including what is covered, what is not, and why, in a way that is honest, legally sound, and preserves goodwill
Manage goodwill approvals where appropriate, escalating to leadership with full case context and a clear recommendation
Build accurate repair quotes from labor rates and parts pricing; present costs clearly and obtain documented owner approval before any work begins. No exceptions.
Manage scope changes proactively: communicate revised costs immediately and re-confirm approval before proceeding
Open, manage, and close service work orders with accuracy and urgency; maintain clean documentation at every stage
Triage incoming issues and route cases to the appropriate technical specialist, field service team, or authorized service center
Coordinate mobile technician dispatch, including scheduling, routing, and ensuring technicians have the parts and information needed before arriving on-site
Communicate parts availability and lead times to owners proactively; manage expectations when supply or logistics create delays
Perform first-level EV fault triage: gather diagnostic data, interpret fault codes, and escalate with full context to reduce technician time-to-diagnosis
Manage escalations with urgency: track open issues, own follow-through, and close the loop with the owner after resolution
Collaborate cross-functionally with engineering, product, and logistics to resolve complex or recurring issues
Maintain deep working knowledge of Pebble trailer systems, software updates, service bulletins, and warranty policy
Meet team targets across customer satisfaction scores, warranty cycle time, and work order accuracy