Field Service Manager

Job Description

Job Description

Company Overview:

RIDE Electric Vehicles is a fast-growing innovator in zero-emission transportation, delivering advanced electric buses and commercial electric trucks across the United States. Our mission is to accelerate the transition to clean mobility by offering reliable, efficient, and sustainable transportation technology. With a customer-first approach and a commitment to excellence, RIDE is redefining the future of fleet operations through industry-leading service and engineering support.

Position Summary:
RIDE Electric Vehicles is seeking an experienced Service Manager – East Coast, based at our Lodi, NJ service center, to lead regional field service operations and support our customers throughout the Eastern United States. This role is responsible for managing service center operations as well as remote field technicians, ensuring timely repairs, high-quality service delivery, and customer satisfaction. The Service Manager also owns the financial performance of the region's service activities. The ideal candidate will be an operations-minded leader who thrives in a fast-paced environment and brings a deep understanding of service workflows, team leadership, and performance management.

Key Responsibilities:

Service Operations & CRM Management
• Oversee daily service operations across the East Coast region, including supervision of remote, traveling field technicians and coordination of repairs through the Lodi service center.
• Manage work orders, job tracking, and service records using RIDE's CRM system.
• Coordinate technician dispatch, travel schedules, and repair timelines to meet service response goals.
• Ensure accurate documentation of labor hours, parts usage, customer communications, and job resolution.
• Act as the primary point of escalation for field service issues; ensure professional and timely resolution.

Financial Management (P&L Responsibility)
• Manage the East Coast service P&L, including labor, materials, warranty claims, and overhead costs.
• Analyze monthly financials to ensure service profitability; take proactive measures to address variances.
• Collaborate with Finance and Operations teams to ensure billing accuracy and proper cost allocation.
• Monitor warranty recovery efforts and ensure documentation is submitted accurately and on time.

Reporting & Performance Monitoring
• Track service KPIs such as:
• Work order completion rate
• Technician efficiency and utilization
• First-time fix rate
• Warranty vs. non-warranty service ratio
• Use CRM dashboards and service reports to identify trends and operational gaps.
• Provide regular performance reports to RIDE leadership and recommend process improvements.

Team Leadership
• Supervise and support a team of East Coast field service technicians and service center staff.
• Conduct performance reviews, identify training needs, and support technician development.
• Ensure team adherence to RIDE safety protocols, service procedures, and compliance standards.
• Foster a high-performance, customer-focused team environment.

Qualifications:
• 5+ years of service management or field operations experience, preferably in fleet, transit, or commercial equipment industries
• Experience supervising remote or multi-state field service teams and facility-based technicians
• Proficient in CRM systems for service operations, reporting, and technician management
• Demonstrated ability to manage a departmental P&L, including budgeting and cost control
• Strong leadership, communication, and analytical skills
• Comfortable working in a fast-paced, mission-driven environment
• Some travel is required

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, peripheral, depth perception, and ability to adjust focus.

PAY RANGE:
• $90,000-$120,000/yr