Service Operations Manager, West Coast

Harbinger Motors Inc.•Garden Grove, CA

1d•$120,000 - $140,000•Hybrid

About The Position

The Service Operations Manager, West Coast is a multi-functional service professional responsible for supporting Harbinger’s dealers, fleets, and service partners through a combination of 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.

Requirements

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.
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

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.