Regional Fixed Operations Representative

Serve as an extension to the call center for dealer and fleet support cases. Assist call center technicians by providing advanced troubleshooting guidance and decision support. Document technical findings and escalate systemic issues to Service Engineering. Participate in rotational availability for technical support coverage as needed. Conduct on-site diagnostics, repairs, and component replacements for escalated cases or critical customer situations. Perform mobile service operations safely, effectively, and in compliance with HV and LV system requirements. Support dealers and service partners with hands-on assistance during difficult or unfamiliar repairs. Validate service procedures, tooling needs, and repairability feedback for continuous improvement. Conduct dealer service capability audits, including facility readiness, technician competency, tool availability, safety compliance, and parts stocking. Provide coaching and training for dealer technicians on service procedures, safety practices, and Harbinger diagnostic tools. Assist dealers in establishing proper repair documentation, warranty workflows, and communication channels. Support initial dealer onboarding and launch readiness assessments. Investigate field issues, gather data, and support failure analysis for high-impact cases. Document findings and provide feedback to Service Engineering, Quality, and Product teams. Monitor recurring issues within the region and support corrective action validation. Capture service data and case notes for trend analysis and product improvement. Serve as the primary field-facing regional representative for Harbinger service operations. Maintain strong relationships with dealers, fleets, and service partners in the region. Support customer satisfaction efforts by ensuring timely resolution of high-priority cases. Assist in developing and refining service procedures, quick reference guides, and training content. Validate new service tools, diagnostic features, and technical publications through field use. Support warranty analysis by providing detailed field insights and documentation. Maintain a safe working environment and comply with all HV safety protocols. Document all field activities thoroughly and submit trip reports as required. Manage regional travel schedules efficiently and professionally. Perform additional duties or participate in cross-functional initiatives as assigned.