Area Service Manager (West) (2341)
The Area Service Manager (ASM) is responsible for developing, enabling, and strengthening the dealer service network within an assigned geographic territory, which may include portions of the United States, Canada, and/or Mexico. This role focuses on equipping dealers to independently resolve battery and charger- related issues through training, technical coaching, and onsite field support, while serving as the primary escalation point for complex service challenges.
Preference will be given to candidates located in west‑of‑the‑Mississippi states or major travel hubs including Texas, Colorado, Arizona, Utah, Washington, and cities such as Dallas–Fort Worth, Denver, Phoenix, Seattle, and Salt Lake City.
This role requires significant travel, with an initial travel expectation of approximately 75%. A car allowance is included, and air travel may be required as needed to support business operations.
Key Responsibilities
Dealer Service Development & Support
- Promote safe service practices and ensure compliance with company standards and regulatory requirements.
- Train and coach dealer technicians, service managers, and parts teams on:
- Battery and charger diagnostics, repair methods, and preventive maintenance
- Sunlight business processes, including warranty procedures, parts ordering, and maintenance documentation
- Develop dealer capabilities to reduce reliance on factory intervention for field issues.
- Support dealer onboarding and skills development for new products, tools, and service procedures.
- Identify dealer capability gaps (technical skills, tooling, staffing, or processes) and implement action plans to address them.
Technical Support & Escalation Management
- Provide regional technical support for battery and charger systems, including troubleshooting, root cause analysis, and corrective action guidance.
- Serve as the primary escalation point for complex or recurring technical issues that exceed dealer-level capability.
- Collaborate closely with Engineering, Product Support, Warranty, Quality, and Product Management teams to drive timely and permanent solutions.
- Review service cases, failure reports, warranty trends, and repair quality to improve first-time fix rates.
- Support critical customer situations as needed to protect equipment uptime and customer confidence.
Regional Partnership & Performance Support
- Build and maintain strong working relationships with dealer leadership and service teams across the territory.
- Partner with sales and account teams to support growth while maintaining service excellence and customer satisfaction.
- Assist dealers in improving service processes, communication practices, and escalation discipline.
- Support rollout of service campaigns, product updates, and technical bulletins.
- Represent the company professionally in the field and act as a trusted technical advisor to the dealer network.
Market Intelligence & Data Capture
- Collect and document field data related to product performance, common failure modes, dealer readiness, turnaround times, and customer pain points.
- Provide structured feedback to internal teams, including Service, Engineering, Product Management, Sales, and Warranty.
- Identify regional trends and recommend actions to improve service coverage, training priorities, parts strategies, and product support.
- Maintain accurate records of dealer visits, technical interventions, training completion, and issue trends.
- Use data-driven insights to support regional planning and measurable performance improvement.