Director, Support & Field Service

Director, Support & Field ServiceLocation: Fremont, California (On-Site)Company: Zerova TechnologiesAbout Zerova TechnologiesZerova Technologies is a global leader in white-label EV charging hardware, manufacturing AC Level 2 and DC fast charging solutions deployed across fleet, logistics, commercial, and public charging applications. We partner with leading organizations to deliver reliable, scalable EV charging infrastructure across the Americas and international markets.Position SummaryThe Director of Support & Field Service is responsible for leading service operations across the Americas, including field service execution, technical support, and overall service performance. This role oversees a distributed team of EV Technicians and Field Service Engineers and is accountable for delivering consistent service quality, maintaining system uptime, and supporting customer success across deployed charging infrastructure.This position also manages Zerova’s paid support and training programs for SLA providers and customers, ensuring consistent technical enablement and service readiness across the ecosystem.The role works cross-functionally with Engineering, Product, and Sales to resolve field issues, improve product performance, and support continued growth.Key ResponsibilitiesService Operations & PerformanceOwn service delivery across the Americas, including field execution, issue resolution, and ongoing supportDefine, monitor, and improve key service KPIs, including response time, resolution time, and system uptimeEnsure the team consistently meets or exceeds established performance targetsEstablish and maintain scalable service processes aligned with a growing installed baseTeam LeadershipLead and manage a team of EV Technicians and Field Service Engineers based in Fremont, CA, and possibly other regions.Provide direction, coaching, and performance managementSupport hiring and development as the organization expandsField Service ExecutionOversee field activities including troubleshooting, repair, and preventative maintenanceEnsure consistency in service delivery across regions and customer sitesServe as an escalation point for complex technical issuesThird-Party Service ManagementManage third-party service providers and ensure alignment with defined SLAsTrack performance and address gaps in service deliveryTraining & Support ProgramsOversee and manage Zerova’s paid support and training programs for SLA providers and customersEnsure training content, delivery, and certification standards are consistent and effectiveSupport onboarding and ongoing technical enablement of service partners and customersSystems & ReportingUtilize and optimize workflows within a leading cloud-based service management platformMaintain visibility into service operations through reporting and performance trackingIdentify trends and recurring issues to support continuous improvementCross-Functional CollaborationPartner with Engineering to support root cause analysis and product improvementsProvide structured feedback based on field performance and customer experienceCollaborate with Sales and Account teams to support customer needsQualifications5–10 years of experience in field service, technical support, or service operationsPrior experience leading teams of technicians and/or field engineersExperience supporting AC Level 2 and DC fast charging systems, or similar electrical / power systemsExperience working with third-party service providersExperience developing or managing technical training programs is preferredFamiliarity with cloud-based service management platformsStrong organizational and problem-solving skillsAbility to manage multiple priorities in a fast-paced environmentPreferred QualificationsExperience supporting EV charging infrastructure deployments at scaleFamiliarity with fleet, logistics, or commercial charging applicationsExperience improving service performance metrics and operational processesCompensationBase Salary Range: $180,000 – $210,000 annuallyAdditional compensation may include performance-based incentivesBenefitsMedical, dental, and vision insurance401(k) plan with company contributionPaid time off and company holidaysLife and disability insuranceWork Environment & TravelBased in Fremont, CaliforniaTravel required to support field teams and customer sites across North America.