Manager, Service Operations

About Us

Highland Electric Fleets’ electrification-as-a-service (EaaS) model aims to make electric school buses and other clean heavy duty vehicles attainable for every district across the US and Canada. Our turnkey solution tackles financing, vehicle procurement, infrastructure upgrade and maintenance to create a reliable and affordable fleet for our customers.

We know that cleaner buses create healthier communities and it’s our mission to eliminate the barriers to better student health and cleaner air - just 10 electric buses will reduce the pediatric asthma risk for 1,500 students!*

We are looking for candidates that want to help support this mission…

*Source: American Journal of Respiratory and Critical Care Medicine. Based on estimates for Highland customer with large fleet

Summary:

The Manager, Service Operations leads and develops teams of EV Service Writers, Parts Supply, and Warranty personnel, ensuring the effective coordination and delivery of maintenance services for electric vehicle (EV) fleets.

This role is accountable for departmental performance in service writing, parts supply management, and warranty claims, supporting operational excellence and maximum fleet up time. Responsibilities include supervision, workflow optimization, cross-functional collaboration, and problem resolution in line with high standards of customer service and safety.

• Oversee EV Service Writers in managing service estimates, work order generation, scheduling, and service progress updates.
• Ensure accurate recording of customer needs, technical requirements, and warranty coverage.
• Monitor service quality, response times, and service satisfaction metrics.

• Direct the Parts Supply personnel in sourcing, ordering, and inventory of parts required for EV repairs and maintenance.
• Develop and maintain vendor relationships, manage procurement timelines, and ensure timely availability of critical items.
• Collaborate with Procurement staff to implement tracking and control procedures for inventory accuracy and cost efficiency.

• Supervise Warranty personnel in reviewing, documenting, and submitting claims for repair and replacement under OEM and supplier warranties
• Oversee the progress and resolution of warranty claims, ensuring compliance with manufacturer and service agreements.
• Maintain comprehensive records for all serviced vehicles, warranty actions, and recall campaigns.

• Establish processes for scheduled and unscheduled EV fleet maintenance, preventive checks, technical troubleshooting, and repair completion
• Deploy telematics and diagnostic software to monitor fleet health, instruct teams on technical issue resolution, and track service KPIs.
• Collaborate with field technicians, OEM partners, and internal stakeholders for escalated and complex service requirements.

• Design, document, and optimize department workflows, escalation protocols, and training programs for service writing, parts, and warranty teams
• Coach, mentor, and evaluate staff, setting clear goals, performance expectations, and development opportunities.
• Lead meetings to review service quality, operational challenges, lessons learned, and process improvements.

• Act as a primary contact for technical and operational inquiries from internal teams, customers, OEM partners, and leadership.
• Provide regular reporting on service metrics, fleet status, parts inventory, and warranty results.

• 7+ years’ experience in automotive service operations, with emphasis on EV fleet, service writing, parts supply, and warranty supervision
• 3+ years in a leadership role, including team management responsibilities.
• In-depth technical aptitude with EV and hybrid vehicle systems, diagnostics, and service software.
• Proficiency with asset management, work order, and inventory tracking tools.
• Proven ability to implement process improvements and respond to a dynamic operational environment.

• Strong interpersonal, written, and verbal communication.
• Outstanding analytical and troubleshooting abilities.
• Commitment to customer-focused service and fleet uptime.
• Organizational and time management proficiency.

What You Can Expect from Highland:

· Competitive base salary and performance-based bonus program

· A supportive, highly collaborative, team-oriented environment

· Opportunities to make a difference, be heard, add value, and be recognized

· Growth and development with a leader in this new and exciting industry

· Ability to work with bright, innovative, and forward-thinking colleagues

· Health, Vision, and Dental coverage for employees & their dependents

· Life insurance, public transportation assistance

· Generous Paid Time Off

· 401(k) program and company match

Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.