Sr. Customer & Dealer Support

LiveWire EV LLC

13h

About The Position

Own LiveWire’s highest-impact customer and dealer service cases end-to-end, especially those with legal/BBB/consumer affairs risk, reputational exposure, extended downtime, or dealer execution failure. This role partners directly with the LiveWire Brand Manager and internal service/warranty/parts leadership to drive fast resolution, enforce dealer accountability, and deliver proactive, confidence-restoring customer communication.

Requirements

Requires at least 8 years of related experience

Responsibilities

Lead critical customer cases & consumer affairs
Manage complex and delicate cases involving risk, social escalation, repeat failures, severe dissatisfaction.
Establish direct customer contact early, set expectations, and own the narrative with clear, factual updates.
Dealer accountability & intervention
Act as the escalation owner when dealers stall on diagnostics, parts ordering, repair execution, or communication.
Create and run an accountability loop: required dealer actions + dates + follow-ups + escalation triggers.
Drive results through direct dealer management engagement when needed (GM/Service Manager escalation).
Service & warranty expertise + technical escalation handling
Serve as the “final stop” for technical and warranty-related matters dealers can’t resolve.
Coordinate triage with service engineering, technical service, and warranty resources.
Ensure the dealer has what they need to complete diagnosis/repair correctly and fast.
Parts constraint mitigation (proactive vs reactive)
When a part is constrained/back ordered, lead contingency planning: substitutions/alternatives (where allowed) prioritization pathways interim solutions/temporary operating guidance Escalation to supply chain leadership when downtime becomes unacceptable.
Escalation process ownership & consistency
Define, maintain, and enforce escalation criteria (what escalates, when, how, to whom).
Ensure the same case handled by different people gets the same outcome, not “depends who touched it.”
Network coverage & access resolution
Own resolution plans when customers are underserved by geography/capability (100–300+ mile gaps).
Coordinate interim service strategies (alternative service points, transport solutions, appointment prioritization).
Systemic issue identification & closure
Detect patterns (ordering errors, Ekho issues, claim failures, dealer capability gaps) and translate them into fixes: policy/process updates dealer comms system corrections root cause + preventative actions.
Global Service Support Teams
Work closely with our EMEA team to support dealer and customer related matters
Be able to work as a liaison between EMEA and NA regarding parts concerns, technical escalations, and warranty concerns.
Commercial Sales Field Team
Work directly with the commercial sales team and support in the end-to-end online sales process