Vice President, Service

ElDorado National California Inc • Riverside, CA

7d • $167,000 - $265,000 • Onsite

About The Position

The Vice President of Service is a founding-level leadership position responsible for building ENC's end-to-end service, warranty, charging, and customer support ecosystem from the ground up. This is a rare opportunity to define the post-sale strategy for a next-generation electric vehicle production deployment in the USA. Reporting directly to executive leadership, you will design the infrastructure, processes, partner networks, and teams necessary to support a growing fleet of electric & hybrid vehicles across diverse customer segments - from transit agencies and municipalities to commercial fleets. We're a collaborative team that wears multiple hats and is building something special and we're looking for a VP of Service who can architect the infrastructure that turns great vehicles into great customer experiences at scale.

Requirements

• Bachelor's degree in Engineering, Business, Operations, or a related field; advanced degree preferred.
• 12+ years of progressive experience in service, aftersales, or technical operations within automotive OEM, transit, or transportation equipment industries.
• Demonstrated experience building service networks, warranty programs, and technical support infrastructure - ideally for a new product launch or startup environment.
• Strong understanding of electric and hybrid vehicle systems, high-voltage safety protocols, EV technology and charging infrastructure.
• Experience managing dealer or distributor service relationships and developing authorized service programs.
• Proven ability to develop warranty policy, manage warranty cost, and partner with engineering on field quality improvement.
• Familiarity with telematics, remote diagnostics, and connected vehicle platforms.
• Strong financial acumen - able to build and manage budgets, model warranty reserves, and develop business cases.

Nice To Haves

• Experience with government and fleet procurement environments (transit agencies, municipalities, fleets) is a strong plus.

Responsibilities

• Design and build ENC's national service network, including authorized dealer service centers, mobile service capabilities, and regional service hubs.
• Establish service standards, technician certification programs, and tooling/equipment requirements for all service points.
• Develop service partner agreements, SLA frameworks, and performance metrics for dealer and independent service providers.
• Oversee parts distribution strategy, depot inventory positioning, and spare parts forecasting to support uptime commitments.
• Build remote diagnostics and telematics-driven predictive maintenance capabilities in partnership with engineering and software teams.
• Define ENC's warranty policy structure - coverage tiers, terms, exclusions, and claims adjudication processes - for both vehicle systems and high-voltage components.
• Build the warranty administration infrastructure, including claims processing systems, dealer reimbursement workflows, and fraud controls.
• Partner with engineering and supply chain to manage supplier warranty recovery programs and root cause analysis loops.
• Track warranty cost per unit, emerging failure trends, and field reliability data to inform product improvement and liability forecasting.
• Ensure warranty programs meet or exceed competitive benchmarks.
• Develop ENC's charging support strategy for customers, including depot charging design guidance, EVSE partner recommendations, and fleet charging management.
• Build relationships with charging hardware and software providers (EVSE OEMs, CPMS platforms, utility programs) to create customer-ready charging solutions.
• Support customers through the charging infrastructure deployment journey - from site assessment and load planning through commissioning and ongoing support.
• Define charging-related service and support protocols, including remote monitoring, fault resolution, and escalation paths.
• Track charging uptime, grid interaction performance, and customer charging experience KPIs.
• Build and lead ENC's technical support function, including a customer-facing Technical Assistance Center (TAC) capable of handling Level 1–3 escalations.
• Develop customer onboarding programs, operator training curricula, and service documentation (service manuals, TSBs, diagnostic guides).
• Define and implement customer satisfaction metrics (CSI, NPS, first-call resolution) and continuous improvement programs.
• Define and monitor service aspects of our online digital commercial experience platform ensuring prompt accurate information and updates.
• Create escalation management protocols for critical field issues, safety-related events, and recall coordination.
• Build the team, tools, and knowledge management systems needed to scale support as the deployed fleet grows.
• Lead cross-functional alignment between Service, Engineering, Sales, Supply Chain, and Finance on service readiness for new model launches.
• Develop and manage the service and warranty P&L, including budget planning, warranty reserve modeling, and cost reduction initiatives.
• Represent ENC's service capabilities to fleet customers, transit agencies, and buyers during the sales and procurement process.
• Provide executive-level reporting on service operations, warranty performance, customer satisfaction, and field reliability.
• Build and mentor a high-performing service organization capable of scaling with the business.
• Stay current on EV service trends, regulatory requirements (FMCSA, CARB, EPA), and competitive service benchmarks.

Benefits

• Medical (including FSA & HSA), dental, vision, life and disability insurance, EAP, mental health, and wellness programs
• 401(k) with employer match
• Paid time off and twelve (12) paid holidays
• Employee referral program
• Career growth and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Executive