Area Service Manager (West) (2341)

SUNLIGHT BATTERIES USA INC; Mebane (NC); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Car allowance

Job summary

SUNLIGHT BATTERIES USA INC is looking for an Area Service Manager to develop and strengthen its dealer service network. The position is remote, based in Mebane, NC, and requires a high school diploma and over 4 years of experience in DC power systems.

You will provide training, technical coaching, and escalation management to dealers. An initial travel expectation of about 75% is required, along with a car allowance included in the role.

Qualifications

• 4+ years of hands-on experience with DC power systems, industrial or forklift batteries, and chargers.
• 2–4 years of experience supervising or leading field service teams.

Responsibilities

• Train and coach dealer technicians and service managers.
• Provide technical support for battery and charger systems.
• Build and maintain relationships with dealer leadership.

Skills

Customer service

Interpersonal skills

Communication skills

Mechanical aptitude

Electrical troubleshooting skills

Education

High school diploma or GED

Tools

Multimeter

Test equipment

Microsoft Office

Job description

Job Details: Job Location: Remote - Mebane, NC 27302; Position Type: Full Time; Education Level: High School; Travel Percentage: Minimum 75%.

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.

Qualifications

Required

• High school diploma or GED.
• 4+ years of hands-on experience with DC power systems, industrial or forklift batteries, and chargers.

Preferred

• 2–4 years of experience supervising or leading field service teams.

Preferred Skills & Competencies

• Working knowledge of electrical safety standards and regulations (e.g., NFPA 70E, OSHA 29 CFR 1910).
• Strong customer service, interpersonal, and communication skills.
• Mechanical aptitude and basic electrical troubleshooting skills, including:
  • Reading electrical schematics
  • Using multimeters and test equipment
  • Performing load and capacity testing
  • Replacing components in battery and charger systems
• Basic computer proficiency, including Microsoft Office, email, and service documentation systems.