VP of Global Service in Houston, Texas at MICROVAST INC
Explore Related Opportunities
Job Description
Are you ready to be part of a company that's not just talking about the future, but energetically shaping it? Join the Microvast Team (NASDAQ: MVST), a technology innovator that designs, develops and manufactures lithium-ion battery solutions. Founded in 2006 and headquartered in Houston, TX, Microvast is renowned for its cutting-edge cell technology and its vertical integration capabilities which extend from core battery chemistry (cathode, anode, electrolyte, and separator) to battery packs. By integrating the process from raw material to system assembly, Microvast has developed a family of products covering a broad breadth of market applications. More information can be found on the corporate website: www.microvast.com
Job Description
The VP of Service is responsible for Microvast's global after-sales service, field response, technical support, warranty administration, customer satisfaction and lifecycle-service performance. The role owns the service case from customer notification through containment and closure, coordinates permanent resolution with Quality, Engineering and Operations, controls service and warranty cost, and converts field experience into stronger product reliability and customer loyalty.
Responsibilities
Global Service Strategy and Network- Develop and execute a global service strategy, regional coverage model and service-level framework aligned with the installed base, customer commitments and company growth plans.
- Establish 24-hour escalation coverage and command protocols for critical customers, safety events and applications where downtime has material operational consequences.
- Qualify and govern company service facilities, authorized service partners, contractors and technician certification standards.
- Plan service capacity, staffing, diagnostic tools and spare-parts positioning using installed-base growth, product maturity and failure data.
- Own service-case intake, warranty eligibility, documentation, prioritization, tracking and closure across regions and customer segments.
- Assign one accountable case owner and manage response, diagnosis, containment, root-cause support, corrective action, customer acceptance and formal closure.
- Apply warranty policy consistently and distinguish standard warranty, goodwill, customer-caused damage and out-of-warranty work.
- Control approvals for replacements, repair scope, credits and exceptions within the approved authority matrix and escalate items above authority.
- Lead global remote support, field diagnostics, commissioning assistance, repair, replacement and return-to-service activity.
- Establish safe work methods for high-voltage batteries, energized equipment, customer sites, lifting, transportation and damaged-product handling.
- Ensure reliable capture of operating data, logs, photographs, parts, environmental conditions and other evidence required for technical analysis.
- Improve product availability, first-time-fix performance and customer uptime through standardized troubleshooting and technician capability.
- Define severity levels, response times, decision authorities and command structure for critical field incidents and customer escalations.
- Coordinate timely, fact-based customer communication with the designated Account Owner and avoid unsupported technical or commercial commitments.
- Mobilize containment, site support, replacement material and specialist resources based on safety, operational and customer risk.
- Escalate potential product-safety, regulatory, recall, systemic-quality or material financial issues immediately through approved governance.
- Serve as the customer-facing coordinator among Quality, Engineering, Manufacturing, Supply Chain and suppliers during root-cause and corrective-action work.
- Track root-cause analysis, containment, corrective and preventive action commitments, validation evidence and closure dates.
- Preserve field evidence and ensure customer operating conditions and failure symptoms are accurately represented in technical reviews.
- Identify repeated failures and drive lessons learned into product design, manufacturing controls, supplier quality, documentation and training.
- Measure service satisfaction through customer scorecards, surveys, complaint trends, account reviews and direct executive feedback.
- Close the communication loop so customers understand status, containment, recovery plans, corrective actions and final resolution.
- Translate recurring customer concerns into prioritized product, quality, documentation and service-process improvements.
- Protect retention and trust by balancing urgency, transparency, technical rigor and fair application of warranty obligations.
- Maintain service manuals, work instructions, diagnostic standards, tools, training content
- Bachelor's degree in engineering, operations, business or a related discipline required; MBA, master's degree or relevant professional certification preferred.
- Twelve or more years of progressive global field service, after-sales, warranty, technical-support or customer-operations experience in complex products or systems.
- At least five years leading regional, global or multi-site service organizations with material customer and cost accountability.
- Demonstrated experience managing critical incidents, warranty claims, field-service networks, spare parts and cross-functional corrective actions.
- Experience in batteries, electric vehicles, energy storage, commercial vehicles, automotive OEMs or another advanced manufacturing sector strongly preferred.
- Experience supporting customers across the United States, Europe and Asia or other major international markets is preferred.
- Working knowledge of high-voltage battery safety, diagnostics, battery management, thermal and electrical systems sufficient to lead credible customer and technical discussions.
- Strong knowledge of warranty policy, claims administration, service-level agreements, root-cause analysis, corrective action and structured problem-solving methods such as 8D.
- Proficiency with service-management, CRM and case systems; installed-base data; service analytics; spare-parts planning and reverse logistics.
- Sound understanding of service economics, warranty reserves, contract obligations, pricing, cost recovery and customer scorecards.
Annual salary + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Applicants for employment at Microvast must be a U.S. citizen or national, U.S. permanent resident (i.e. current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
Microvast is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws. Microvast is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
Privacy is a top priority for Microvast. We build it into our products and view it as an essential part of our business. To understand more about the data we collect and process as part of your application, please view our Privacy Policy - Microvast.