About Pebble

Pebble is a sustainable living startup defining a new way to live, work and explore from anywhere with a 100% electric, hassle-free RV trailer. Built by a team of experts in both automotive and consumer technology, Pebble combines electrification with cutting-edge automotive technology for a travel trailer experience that removes the hassles RV trailer owners have struggled with for decades.

At Pebble, we are building out the future of lighter, more flexible living. We see a world where your home can be anywhere you want to take it. Pebble blends the best of what it means to be at home, on the road, and off-grid into something useful and magical. This is a collective effort. Our team is dedicated to making not just products, but a lifestyle that is truly sustainable. If the idea of building out the future sparks your imagination and intersects with your skills, we’d love to meet you.

Manager, Field Service

Location: Fremont, CA (HQ) | Up to 50% Travel

Role Overview

As Manager, Field Service at Pebble, you will play a pivotal founding role in building and scaling our Service Operations. You will be responsible for delivering an exceptional customer experience while leading local service operations at our Fremont HQ and supporting field technicians across markets.

This role combines hands-on technical expertise, team leadership, operational ownership, and financial accountability. You will serve as a key bridge between customers, field operations, engineering, manufacturing, quality, and finance — shaping not only how we repair vehicles, but how we design them for serviceability and long-term reliability.

Responsibilities:

Customer Experience & Communication

• Communicate directly with customers to set clear timelines, manage expectations, and ensure a high-touch service experience in a fast-paced startup environment.

• Provide remote technical support and guidance for vehicle systems when needed.

• Drive improvements in customer satisfaction through structured follow-up and service quality monitoring.

Field & Local Service Operations

• Lead daily service operations at Fremont HQ while coordinating field-based technicians in remote locations.

• Perform hands-on vehicle diagnostics and repairs as required, partnering cross-functionally to resolve issues quickly and permanently.

• Allocate resources effectively to balance response time, cycle times, repair quality, and cost efficiency.

• Maintain accurate operational records, documentation, and service reporting.

Leadership & Team Development

• Recruit, onboard, and develop high-performing service and field technicians.

• Establish clear performance expectations, career progression pathways, and technical training standards.

• Conduct performance reviews, coaching sessions, and corrective actions when necessary.

• Build a culture rooted in accountability, safety, craftsmanship, and customer-first execution.

• Plan organizational growth and succession as service demand scales.

Performance Management & Continuous Improvement

• Define and manage key service KPIs, including response time, cycle time, first-time-fix rate, technician utilization, warranty cost, and customer satisfaction.

• Identify operational bottlenecks and implement process improvements.

• Create structured workflows, documentation, and digital tools to improve service consistency and efficiency.

• Partner with engineering and quality teams to improve serviceability and reduce field failure rates.

Financial & Budget Ownership

• Manage the local service operations budget, including labor, parts, tools, travel, and vendor expenses.

• Review and approve expense reports in alignment with company policies.

• Forecast service resource needs and staffing requirements to support growth.

• Monitor warranty cost trends and partner with finance to drive cost containment initiatives.

• Develop supplier and vendor partnerships to ensure high-quality, cost-effective customer support solutions.

Strategic Cross-Functional Influence

• Serve as a feedback loop between field operations and internal teams to improve product reliability and service efficiency.

• Influence design decisions upstream to improve repairability and reduce long-term service costs.

• Support long-term service infrastructure planning, including tooling strategy, parts stocking, and diagnostic capabilities.

Qualifications

• Bachelor’s degree or equivalent relevant experience with a minimum 7 years of experience in customer service, business management, and vehicle repair operations (EV experience preferred).

• Demonstrated experience leading and developing technical teams in automotive, EV, or field service environments.

• Proven ability to manage operational budgets and control service-related expenses.

• Strong performance management and organizational development experience.

• Hands-on technical mindset with willingness to engage directly with vehicles, customers, and cross-functional teams.

• Experience working in fast-paced, high-growth organizations.

• Strong analytical and financial acumen with ability to use operational metrics to drive decisions.

• Proficiency with ERP systems, spreadsheets, presentations, JIRA, and Confluence.

• Ability to travel up to 50% and operate effectively in remote or field-based environments.