Service Operations Manager, West Coast

United States·Garden Grovemid

OperationsService Operations Manager

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Quick Summary

Key Responsibilities

Technical Service / Call Center Support Serve as an extension to the call center for dealer and fleet support cases.

Technical Tools

OperationsService Operations Manager

About Harbinger

Harbinger is an American commercial electric vehicle (EV) company on a mission to transform an industry starving for innovation. Harbinger’s best-in-class team of EV, battery, and drivetrain experts have pooled their deep experience to bring a first-of-its-kind EV platform to support the growing demand for medium-duty EVs and Hybrids. Harbinger: Familiar Form, Revolutionary Foundation.

The Service Operations Manager, West Coast is a multi-functional service professional responsible for supporting Harbinger’s dealers, fleets, and service partners through a combination of technical call center support, mobile field repair, dealer audits, and service readiness activities.

This role provides both remote and on-site service support, including diagnostic assistance, hands-on repair, dealer capability assessments, field training, and service process validation. The Regional Fixed Operations Representative is a critical extension of the Technical Service Call Center, supporting escalated cases, conducting field quality investigations, and ensuring that Harbinger’s service standards are consistently met across the region.

Success in this role requires strong technical acumen, excellent communication skills, customer-facing professionalism, and the ability to operate autonomously while representing Harbinger in the field.

Responsibilities

~1 min read

→Maintain a safe working environment and comply with all HV safety protocols.
→Document all field activities thoroughly and submit trip reports as required.
→Manage regional travel schedules efficiently and professionally.
→Perform additional duties or participate in cross-functional initiatives as assigned.

Serve as an extension to the call center for dealer and fleet support cases.
Assist call center technicians by providing advanced troubleshooting guidance and decision support.
Document technical findings and escalate systemic issues to Service Engineering.
Participate in rotational availability for technical support coverage as needed.

Conduct on-site diagnostics, repairs, and component replacements for escalated cases or critical customer situations.
Perform mobile service operations safely, effectively, and in compliance with HV and LV system requirements.
Support dealers and service partners with hands-on assistance during difficult or unfamiliar repairs.
Validate service procedures, tooling needs, and repairability feedback for continuous improvement.

Conduct dealer service capability audits, including facility readiness, technician competency, tool availability, safety compliance, and parts stocking.
Provide coaching and training for dealer technicians on service procedures, safety practices, and Harbinger diagnostic tools.
Assist dealers in establishing proper repair documentation, warranty workflows, and communication channels.
Support initial dealer onboarding and launch readiness assessments.

Investigate field issues, gather data, and support failure analysis for high-impact cases.
Document findings and provide feedback to Service Engineering, Quality, and Product teams.
Monitor recurring issues within the region and support corrective action validation.
Capture service data and case notes for trend analysis and product improvement.

Serve as the primary field-facing regional representative for Harbinger service operations.
Maintain strong relationships with dealers, fleets, and service partners in the region.
Support customer satisfaction efforts by ensuring timely resolution of high-priority cases.

Assist in developing and refining service procedures, quick reference guides, and training content.
Validate new service tools, diagnostic features, and technical publications through field use.
Support warranty analysis by providing detailed field insights and documentation.

Coordinate onboarding activities between Sales, Service, Parts, Training, and Operations.
Monitor dealer readiness milestones.
Ensure dealers understand available Harbinger support resources.
Support launch readiness communication activities.

Excellent communicator with strong verbal, written, and technical communication skills.
Proven ability to diagnose, troubleshoot, and resolve complex automotive or EV-related issues.
Strong customer-facing skills with the ability to remain calm, professional, and solutions-focused under pressure.
Solid project management and organizational discipline; able to manage multiple field cases simultaneously.
Demonstrates DWYSSWYD mindset (Do What You Say, Say What You Do): accountability, follow-up, and clear communication.
Adaptable and resourceful, able to work effectively in fast-paced, dynamic environments.
Strong collaboration skills and the ability to serve as a bridge between dealers, service, engineering, and customers.
High attention to detail with a “seek to understand” approach before taking action.
Proficiency in MS Office Suite, diagnostic platforms, dealer management systems, and digital communication tools.

Technical diagnostics (EV and mechanical systems)
Field service and problem-solving
Customer relationship management
Service documentation and reporting
Training and communication
Autonomy and self-direction

Key Benefits & Perks:

Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
Early-stage Stock Options
Robust Retirement Savings (401k, HSA, FSA)
Generous Paid Time Off (PTO) & Parental Leave
Annual Vacation Bonus
Wellness & Fertility Benefits
Cell Phone Stipend
Complimentary Meals & Stocked Kitchens

California Pay Range

$120,000—$140,000 USD

Equal Opportunity

Harbinger is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Harbinger is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at info@harbingermotors.com.

Candidate Data Privacy

Harbinger may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Harbinger may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Harbinger may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our HR, legal, and finance teams, and the team(s) with the position(s) for which you are applying; (ii) Harbinger affiliates; and (iii) Harbinger’s service providers, including providers of background checks, staffing services, and cloud services.

Harbinger may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

Please note that we are currently not accepting applications from third party application services. Any unsolicited resumes or candidate profiles submitted in response to our job posting shall be considered the property of Harbinger and are not subject to payment of referral or placement fees if any such candidate is later hired by Harbinger unless you have a signed written agreement in place with us which covers the applicable job posting.