EV Technical Service Support Lead

Waev Inc. is an electric mobility OEM founded in 2021 to manufacture, distribute, market, and support the GEM, Taylor-Dunn and Tiger brands. GEM was the first commercially-produced, street-legal low-speed vehicle in the United States. GEMs shuttle people and goods across city centers, residential communities, government campuses, colleges and universities, and other micro-environments. Founded in 1949, Taylor-Dunn burden carriers, personnel carriers, and stockchasers have been trusted solutions in a broad range of commercial environments and provide premium reliability, safety features, and all-electric efficiency for industrial grade applications. Tiger heavy-duty tow tractors have been towing cargo, baggage, parcel, and other equipment in ground support applications since 1981. Waev's headquarters and factory are located in Anaheim, California.

JOB SUMMARY

Waev Inc is seeking a Technical Service Team Leader to join our dynamic Technical Service Department. The Team Lead provides comprehensive technical support to our dealers and customers, including trouble shooting over email and on the phone, and sometimes in person, case management, processing, follow-up, reporting, and internal coordination to ensure efficient and effective resolution of technical issues.

In addition, the team lead will support a group of tech service agents in their work, track key performance indicators and curate the knowledge base to ensure it is up to date with the latest information and learnings from the field.

The team lead maintains the phone shift schedules, prepares periodic dealer communications and facilitates internal knowledge sharing.

ESSENTIAL DUTIESRESPONSIBLITIES:

• Leading a team of tech service agents.
• Manage and process technical service cases from initiation to resolution, ensuring all necessary information is accurately recorded and tracked.
• Maintain the shift schedules
• Curate the knowledge base
• Facilitates internal knowledge sharing
• Prepares periodic dealer communications
• Reproduce and troubleshoot technical issues on the actual vehicle
• Conduct follow-up communication with dealers and customers via phone and email to gather additional information, provide updates, and ensure customer satisfaction.
• Assist in the development and implementation of process improvements to enhance the efficiency and effectiveness of technical service operations.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Manage customer accounts, including updating contact information and processing service requests.
• Collaborate with cross-functional teams to ensure timely resolution of customer issues.
• Identify opportunities for process improvements and provide feedback to the management team.
• Stay updated on product features, updates, and industry trends to better assist customers

EDUCATION AND EXPERIENCE

• Experience leading teams
• Automotive service technician or Mechanical or Electrical Engineer with hands on automotive troubleshooting experience

KNOWLEGE, SKILLS AND ABILITIES

• Experience in vehicle trouble shooting and repairs
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.

WORKING CONDITIONS

• Location: On-site in Anaheim, CA
• Environment: Fast-paced office/manufacturing/warehouse environment

EEO Statement

Waev Inc is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.