Manager of Service and Field Operations
About Us:
EVCS was founded in 2018 and has rapidly become a leading and fast-growing public EV charging network on the US West Coast. With over 1,200 AC Level 2 and DC Fast chargers deployed and continued expansion planned across California, Oregon, and Washington, EVCS provides an extensive network of fast, reliable, affordable, and conveniently located charging options, powered by 100% renewable energy. Our turn-key approach leverages public and private funding to accelerate the installation of fast-charging stations. Having secured significant funding and partnerships with nearly 220 public and private site hosts, including Fortune 500 companies, EVCS is committed to building a net-zero-carbon mobility future. We offer innovative solutions like fixed-rate subscription charging, delivering substantial savings for EV drivers. If you excel in dynamic, mission-driven, high-performing environments, come join EVCS and help us accelerate the transition to a clean, carbon-free future in transportation!
Position Summary:
We are seeking a strategic and process-driven Manager of Service & Field Operations to lead the performance, reliability, and compliance of our EV charging infrastructure. This highly visible role will work directly with the COO to prioritize and triage high-impact maintenance and charger replacement projects while overseeing field operations, vendor management, and regulatory compliance.
Key Responsibilities:
Strategic Operations & Planning
- Partner with the COO to prioritize and triage charger maintenance and replacement projects based on business impact, customer experience, and regulatory urgency.
- Develop and execute strategies that maximize field performance and charger uptime while minimizing operational costs.
- Forecast and manage field service budgets, vendor costs, and inventory usage to improve margin and efficiency.
Regulatory Compliance & Certification
- Oversee and ensure CTEP compliance for all new and existing EV chargers across the California network.
- Serve as the primary point of contact with regulatory bodies regarding type evaluations, field testing, and labeling requirements.
Vendor Management & SLA Development
- Lead the end-to-end process of bidding, negotiating, and constructing SLAs with third-party field service and maintenance contractors.
- Ensure external partners meet or exceed contractual obligations for response time, repair quality, and issue resolution.
Field Operations Management
- Direct the implementation and optimization of field service procedures, including scheduling, dispatch, issue triage, and resolution tracking.
- Collaborate with the Head of Network Engineering and Tech Leads to ensure efficient troubleshooting, upgrades, and commissioning activities.
- Conduct trend analysis to identify systemic issues and drive corrective action strategies.
Customer Experience & Reliability
- Work closely with the Customer Service team to understand root causes of service issues and implement proactive solutions that enhance the end-user experience.
- Lead preventive maintenance and hardware upgrade campaigns to reduce charger downtime and extend asset life.
Data, Systems & Reporting
- Track and report on key performance indicators (KPIs) such as uptime, resolution time, SLA adherence, and cost per repair.
- Collaborate with the Network Performance Manager to analyze usage data and optimize station performance and availability.
Team Leadership
- Mentor and support internal service teams while managing third-party partners to ensure accountability and high standards of execution.
- Foster a culture of safety, operational excellence, and continuous improvement.
Requirements:
- Experience: Minimum of 5 years of experience in a field management capacity within the EV charging or related industry.
- Technical Expertise: Deep understanding of DC Fast Charger (DCFC) technology and infrastructure.
- Process-Oriented: Proven track record of implementing robust field services management programs, including processes, procedures, and training.
- Analytical Skills: Strong analytical skills with the ability to analyze data and develop strategies to optimize station performance.
- Communication: Excellent communication skills, with the ability to collaborate effectively across teams and with external vendors.
- Leadership: Strong leadership abilities, with experience in managing and training field service teams.
- Customer Focused: A customer-first mindset, with a commitment to improving the EV charging experience.
- Vendor & Contract Management: Proven experience managing third-party maintenance contractors, including drafting, negotiating, and enforcing Service Level Agreements (SLAs) to ensure service quality, accountability, and cost control.