Service Manager

The Dealer Success Manager is responsible for developing, supporting, and growing the company's dealer and distribution network of ACT products. 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 Dealer Success 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.