Job description:

About Evolectric:

Evolectric is at the forefront of transforming the commercial fleet industry through our innovative CircularEV™ solutions. We specialize in converting existing vehicles to electric power, providing a cost-effective, sustainable alternative to purchasing new electric vehicles. Our comprehensive solution offerings include charging infrastructure, insurance, fleet intelligence, installation, financing services, and extended warranties. We aim to make electric mobility accessible, convenient, and worry-free for businesses of all sizes, ensuring they can quickly meet their zero-emission targets. Our mission is to drive meaningful change and integrate circular economy principles into our clients' long-term strategies.

Job Overview:

Customer Care and Service Manager directs daily processes, tools, and a team to manage a seamless and exceptional customer experience from pre-deployment to post-deployment and beyond. This role requires strategic planning, team leadership, superb communication skills, and hands-on problem-solving to ensure customer satisfaction and operational excellence.

Customer Experience and Pre-Sales Support:

Collaborate with sales during pre-sale and contracting to support sales activities, and create customer confidence in product support solutions. Ensure a smooth transition after the sales order is closed. Manage customer communication as the main point of contact, coordinating with internal teams and external partners to complete customer deliverables efficiently and timely. Update systems to track and resolve customer deliverables and issues while gathering feedback for improvement. Develop KPIs to measure customer satisfaction and success. Be a voice of the customer, ensuring feedback is heard and addressed, and serve as the customer champion by advocating for their needs across sales, product, engineering, and production teams.

Delivery:

Own and lead the Product Delivery event,

Installation, Service, and Maintenance Support:

You will be the customers main point of contact post-delivery. Directly oversee service technicians and partners to ensure timely service, quality, and safety compliance. As necessary, be expected to directly handle troubleshooting and certain service tasks. Manage preventive maintenance programs, telematics monitoring, and emergency response protocols, ensuring comprehensive records are kept for each customer.

Customer and Technician Training Programs:

Develop and deliver hands-on training programs for customers, technicians, and service centers. Collaborate with operations, product, engineering, and quality teams to ensure training meets Evolectric's standards.

Administrative and Incentive Support:

Handle administrative paperwork required for customer orders. Support customers in securing incentives, grants, and rebates to maximize their benefits, ensuring timely and accurate submissions.

Technology Integration:

Support the integration of diagnostic tools and software to enhance customer experience. Help implement Evolectric's CircularEV platform, a digital platform that connects customers, service centers, and a network of installers through an advanced customer and partner management system. This platform will also connect with the broader ecosystem, improving service, collaboration, and overall customer experience.

Solution Offering Support:

Support and manage, as needed, the integration of Evolectric's solutions, including charging, insurance, fleet intelligence, installer services, financing, and warranties. Ensure seamless delivery while identifying upselling opportunities.

Solution Offering Support:

Support and manage, as needed, the integration of Evolectric's solutions, including charging, insurance, fleet intelligence, installer services, financing, and warranties. Ensure seamless delivery while identifying upselling opportunities.

Qualifications:

Passion for delivering exceptional customer experiences. Excellent communication and interpersonal skills. Proven experience in customer success or a related leadership role, preferably in the electric vehicle or commercial vehicles industry. Automotive technical and problem-solving skills with a hands-on approach to vehicle diagnostics. Experience working with a CRM system and/or an automotive DMS/FMS is an advantage. Demonstrated ability to lead and inspire a team.

Job Type:

Full-time Benefits:

Dental insurance Employee stock purchase plan Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Schedule:

Monday to Friday Ability to

Commute:

Rancho Dominguez, CA 90220 (Required) Ability to

Relocate:

Rancho Dominguez, CA 90220: Relocate before starting work (Required)

Work Location:

In person

Pay:

$80,000.00 - $115,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person