Service Advisor

About Pebble 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. Key Responsibilities Owner Experience & Communication 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 Warranty, Quoting & Documentation 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 Service Operations & Coordination 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 elevate 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 What You Bring 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 Have 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 What We Offer Compensation & Benefits Stock Options, Healthcare, Dental, Vision, 401k, Unlimited Paid Vacation Policy $88,000 – $112,000 USD base salary Culture & Perks Mission‑driven team focused on exceeding customer expectations Career growth in a scaling EV startup #J-18808-Ljbffr