Sr. Manager, Service

Join a manufacturing leader with over 50 years of excellence, where every role contributes to building reliable transportation solutions that people depend on everyday across the United States and Canada. At ENC, we prioritize safety, quality, innovation, collaboration, and continuous growth – creating vehicles our teams can take pride in. Founded in 1975, ENC (ElDorado National – California) is a leading U.S. transportation manufacturer specializing in design, engineering, and end-to-end production of heavy-duty buses, shuttles, and cargo vehicles through a custom-build, mixed-model assembly process. Each vehicle is produced in our purpose-built facility in Riverside, California supporting public agencies and private transportation providers nationwide. We offer one of the industry’s widest portfolios of power options, including 100% battery-electric, diesel-electric hybrid, CNG, and clean diesel. ENC is committed to revitalizing American manufacturing through innovation, customer focus, and the delivery of high-quality vehicles that keep communities connected, supported, and moving forward. Sr. Manager, Service Location: Riverside, CA (Travel Required) Salary Range: $163,000 - $182,000 We're a collaborative team that wears multiple hats and is building something special - and we're looking for a Senior Manager of Service who can contribute to creating the service system, documentations, and processes that turns great vehicles into great customer experiences in the West Coast region first, and future opportunities to grow the service network to the entire nation. Position Summary The Sr Manager of Service is an important player in establishing 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 next-generation electric vehicle production deployment in the USA. Reporting directly to executive leadership, you will participate in creating 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. Key Responsibilities West Coast Service Network Strategy Design and build ENC's west coast 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. Warranty Strategy & Management 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. Charging Infrastructure & Support 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. Customer Support & Technical Assistance 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. Additional Leadership Responsibilities 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 commercial EV service trends, regulatory requirements (FMCSA, CARB, EPA), and competitive service benchmarks. Who You Are You have built or led a service organization in the commercial vehicle, EV, or transportation equipment industry and understand what it takes to support vehicles in demanding duty cycles. You think strategically about network design, customer experience, and cost management - and you can execute operationally to get things done in a fast-moving environment. You are passionate about electric vehicles and understand the unique service challenges of high-voltage systems, battery management, and charging infrastructure. You are a builder - comfortable creating programs, policies, and teams from scratch with limited resources and high expectations. You communicate credibly with both technicians on the shop floor and C-suite executives in the boardroom. You bring a customer-first mindset and treat uptime, reliability, and responsiveness as non-negotiable commitments. You are energized by the challenge of launching something new and making it excellent. Position 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 commercial vehicles, 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, battery technology, and EV 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. Experience with government and fleet procurement environments (transit agencies, municipalities, commercial fleets) is a strong plus. Strong financial acumen - able to build and manage budgets, model warranty reserves, and develop business cases. Work Environment This is an onsite position based in Riverside, CA and requires being onsite. Ability to travel up to 40% as needed to support customers, service partners, and field operations. Benefits Comprehensive benefits package: 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 Career Growth at ENC We believe great careers and leaders are built from within. Many of our team members have advanced into roles that lead or into specialized technical positions. We invest in hands-on training, skill development, and long-term career pathways within manufacturing operations. Equal Opportunity Employer ElDorado National California Inc. (ENC) is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected class under applicable federal, state, and local laws. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected. ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities. We actively encourage qualified candidates from all backgrounds to apply and join our team. ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities. If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance. In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency. The salary range reflected on the job positing is our good faith estimate of what we expect to pay for this role at the time of posting. While we do not typically hire at the top of the salary range, initial offers are based on the candidate’s qualifications and experience, with opportunities for growth and increases over time. #J-18808-Ljbffr Socket.dev