Service & Aftersales Manager

Infinite Machine•New York, NY

About The Position

Infinite Machine is hiring a Service & Aftersales Manager to own warranty, service, and repair operations across our vehicle lineup. This role is critical to delivering a great ownership experience as we scale production, deliveries, and our service footprint. This is a hands-on role at the intersection of product, quality, supply chain, and customer experience. You will act as our first full-time mechanic and service lead, developing deep technical knowledge of our vehicles while building the foundation of our aftersales function. You will work closely with CX, Engineering, Quality, Product, and Supply Chain to resolve customer issues, identify recurring failures, and ensure fixes make it from the field back into the product.

Requirements

4+ years of experience in vehicle service, aftersales, warranty, or technical operations for motorcycles, scooters, e-bikes, or automotive products.
Strong hands-on mechanical and diagnostic skills, with the ability to learn new platforms quickly.
Experience owning warranty decisions and service processes end to end.
Comfort working cross-functionally with CX, Engineering, Quality, Product, and Supply Chain teams.
Strong organizational skills and comfort building documentation and repeatable processes.
Willingness to be hands-on early and grow into broader ownership over time.

Nice To Haves

Experience building or scaling an aftersales or service function at a startup or high-growth company.
Familiarity with field quality analysis, failure tracking, and continuous improvement loops.
Experience working with third-party service partners or dealer networks.
Comfort using tools like spreadsheets, Airtable, Notion, or service ticketing systems.

Responsibilities

Act as our first full-time mechanic, developing deep hands-on expertise across all Infinite Machine vehicles.
Own end-to-end warranty and service operations, including repairs, replacements, and service decisions.
Review, approve, and document warranty claims to ensure consistent and fair coverage decisions.
Partner closely with CX to resolve customer issues quickly and consistently.
Track field issues and identify recurring failures and systemic problems.
Share failure trends with Quality, SQE, Engineering, and Product, and follow through to ensure fixes are implemented and sustained.
Build and manage a network of repair shops and service partners as the company scales.
Train internal teams and external partners on correct diagnostics and repair procedures.
Coordinate with Supply Chain to ensure critical service and warranty parts are stocked and available.
Build simple, scalable processes for ordering, shipping, and tracking warranty parts.
Create clear repair guides, service manuals, and service bulletins in partnership with technical writers and graphic designers.
Track and improve key service metrics such as time-to-repair, cost to repair, and repeat failure rates.
Travel domestically, and potentially internationally, on short notice to support field operations and partners as needed.