Service Manager

Advanced Charging Technologies; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

Advanced Charging Technologies on the East Coast is seeking a Service/Dealer Success Manager to develop, support, and grow ACT's dealer and distribution network. You will serve as the primary relationship manager for dealers, ensuring strong operational performance, customer satisfaction, and sales growth.

You will collaborate with sales, service, warranty, training, logistics, and engineering teams to deliver an outstanding dealer experience and drive continuous network performance improvements.

Qualifications

• Bachelor's degree in Business, Engineering, Automotive Technology, or related field preferred.
• 5+ years of experience in dealer development, channel management, customer success, service operations, or related field.
• Experience within charging, automotive, industrial equipment, material handling, or power systems industries preferred.
• Strong understanding of dealership operations and service management.
• Excellent communication, presentation, and relationship-building skills.
• Ability to analyze operational data and performance metrics.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with CRM systems, Microsoft Office, and dealer management tools.
• Ability to travel up to 50%.

Responsibilities

• Serve as the primary point of contact for assigned dealers and channel partners.
• Build long-term strategic relationships with dealer ownership, management, sales, and service teams.
• Conduct regular business reviews to evaluate dealer performance, opportunities, and improvement plans.
• Support dealer onboarding and ensure successful launch of new dealer locations.
• Maintain strong communication regarding company initiatives, product updates, campaigns, and operational changes.
• Identify underperforming dealers and implement corrective action plans.
• Assist dealers in forecasting equipment, parts, and service demand.
• Support dealers with commissioning processes, field troubleshooting, and escalation management.
• Work closely with technical support and engineering teams to resolve recurring field issues.
• Assist dealers in resolving customer escalations in a professional and timely manner.
• Promote best practices for service operations, warranty processing, and communication standards.
• Ensure dealer compliance with company service level agreements (SLAs).
• Review warranty trends and identify opportunities for product or process improvement.
• Ensure dealers follow safety, regulatory, and quality standards.
• Provide field feedback to improve products, documentation, training, and dealer tools.
• Support product launches and field readiness initiatives.

Skills

CRM proficiency

Communication

Relationship building

Travel up to 50%

Data analysis

Problem solving

Presentation skills

Industry knowledge

Dealer management

Education

Bachelor's degree (Business/Engineering/Automotive Technology)

Tools

CRM systems

Microsoft Office

Dealer management tools

Job description

The Service/Dealer Success Manager is responsible for developing, supporting, and growing the company's dealer and distribution network of ACT products on the East Coast. This role acts as the primary relationship manager for dealers, ensuring strong operational performance, customer satisfaction, technical readiness, sales growth, and alignment with company objectives.

The Service Manager will work cross-functionally with sales, service, warranty, training, logistics, and engineering teams to deliver exceptional dealer experience and improve overall network performance.

Responsibilities

• Serve as the primary point of contact for assigned dealers and channel partners.
• Build long-term strategic relationships with dealer ownership, management, sales, and service teams.
• Conduct regular business reviews to evaluate dealer performance, opportunities, and improvement plans.
• Support dealer onboarding and ensure successful launch of new dealer locations.
• Maintain strong communication regarding company initiatives, product updates, campaigns, and operational changes.
• Identify underperforming dealers and implement corrective action plans.
• Assist dealers in forecasting equipment, parts, and service demand.
• Support dealers with commissioning processes, field troubleshooting, and escalation management.
• Work closely with technical support and engineering teams to resolve recurring field issues.
• Assist dealers in resolving customer escalations in a professional and timely manner.
• Promote best practices for service operations, warranty processing, and communication standards.
• Ensure dealer compliance with company service level agreements (SLAs).
• Review warranty trends and identify opportunities for product or process improvement.
• Ensure dealers follow safety, regulatory, and quality standards.
• Provide field feedback to improve products, documentation, training, and dealer tools.
• Support product launches and field readiness initiatives.

Required Qualifications

• Bachelor's degree in Business, Engineering, Automotive Technology, or related field preferred.
• 5+ years of experience in dealer development, channel management, customer success, service operations, or related field.
• Experience within charging, automotive, industrial equipment, material handling, or power systems industries preferred.
• Strong understanding of dealership operations and service management.
• Excellent communication, presentation, and relationship-building skills.
• Ability to analyze operational data and performance metrics.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with CRM systems, Microsoft Office, and dealer management tools.
• Ability to travel up to 50%.

Preferred Requirements

• Knowledge of charging infrastructure and charging technologies.
• Familiarity with commissioning, diagnostics, and field service processes.
• Experience managing warranty programs and dealer compliance.
• Understanding of electrical systems and safety standards.
• Experience developing dealer networks and channel growth strategies