Customer Experience EVT Manager - Emergency Vehicles - Service Department - Fontana, CA

CX EVT Manager

Velocity Truck Centers is seeking a highly experienced CX EVT Manager to support our Emergency Vehicle operations across Arizona and California. This field-facing technical leader will focus on advancing fire apparatus support as a Rosenbauer dealer and will partner with service leadership and shop teams to improve diagnostic capability, technician effectiveness, repair quality, training execution, and consistency of service standards across multiple locations.

The CX EVT Manager is responsible for guiding and supporting locations on complex emergency vehicle diagnostics, repair strategy, warranty/process alignment, and technician development. This role requires deep knowledge of fire apparatus systems, emergency vehicle standards, electrical and multiplex systems, hydraulic and pump systems, aerial or chassis/body integration, and EVT technician development. The position emphasizes strategic oversight and mentorship, while any hands-on work is incidental to the primary leadership and advisory responsibilities.

Reports to the Regional/Corporate Service leadership team for Emergency Vehicles and works closely with Service Managers, Shop Foremen, Warranty, Parts, and OEM partners.

Supports locations across Arizona and California, with travel to dealership and customer sites as needed.

Schedule: Monday-Friday 6:00AM - 4:00PM

Key Responsibilities:

• Provide strategic guidance and technical expertise to service locations handling emergency vehicles, focusing on fire trucks and related apparatus systems.
• Advise shops on diagnosis, repair strategy, and troubleshooting for complex issues involving chassis, electrical/multiplex systems, PTOs, pumps, hydraulics, braking, steering, suspension, HVAC, aerial subsystems, and body/equipment integration.
• Lead root-cause analysis and support efforts to reduce repeat repairs and service callbacks.
• Standardize emergency vehicle repair processes, troubleshooting methods, and documentation practices across locations.
• Serve as the escalation point for advanced EVT service issues that exceed local shop capabilities.
• Mentor and develop EVT technicians and service teams on troubleshooting, inspection, preventive maintenance, repair methods, and safe work practices.
• Build structured development plans for onboarding new technicians and advancing experienced staff.
• Recommend and coordinate training paths aligned with EVT industry standards, EVTCC certification tracks, and OEM service training programs.
• Conduct classroom and field-based instruction, focusing on knowledge transfer and skill development, rather than production repair work.
• Evaluate skill gaps and partner with leadership on training priorities, tools, and resources.
• Partner with Service Managers and Foremen to enhance repair quality, operational efficiency, and technician utilization.
• Advise on job planning for major repairs, campaigns, inspections, refurb work, and specialty emergency vehicle services.
• Ensure proper tooling, diagnostic equipment, service information, and technical resources are available to locations.
• Support warranty communication, OEM case coordination, and technical liaison work.
• Promote consistent inspection, maintenance, and service practices aligned with NFPA standards.
• Provide technical guidance to dealership teams in customer and fleet discussions.
• Participate in site visits, fleet reviews, service planning, and technical issue resolution.
• Represent Velocity Truck Centers professionally with Rosenbauer and other emergency vehicle partners, ensuring technical advice aligns with manufacturer guidance and industry standards.
• Promote safe work practices and compliance with shop and emergency vehicle service requirements.
• Ensure technicians follow industry-recognized standards and maintain apparatus readiness.

Preferred Qualifications:

• EVT Certification Commission certifications in Fire Apparatus and/or relevant management certifications strongly preferred. EVTCC maintains both technician and management certification paths, making those credentials a strong fit for a lead training/support role.
• Prior experience supporting a Rosenbauer product line or other fire apparatus manufacturers preferred.
• Experience with multiplex electrical systems, pump systems, aerial-related systems, interlocks, and emergency lighting/siren controls preferred.
• Prior experience as a lead technician, field technical specialist, shop foreman, or technical trainer preferred.
• ASE, EVT, OEM, or related heavy-duty / emergency vehicle credentials preferred.
• CDL or ability to obtain one preferred, depending on company and state requirements.

Minimum Qualifications:

• Minimum 5 years of experience in emergency vehicle maintenance, repair, diagnostics, or technical support, with strong working knowledge of fire apparatus systems.
• Demonstrated knowledge of emergency vehicle service practices, including heavy-duty chassis systems, electrical diagnostics, body systems, and apparatus-related equipment.
• Proven ability to support and train technicians in a multi-location service environment.
• Strong understanding of diagnostic strategy, service documentation, repair quality, and technician coaching.
• Ability to read and interpret service manuals, electrical schematics, hydraulic diagrams, OEM bulletins, and technical procedures.
• Strong communication skills and the ability to work effectively with technicians, shop leadership, customers, and OEM representatives.
• Valid driver's license and ability to travel routinely across Arizona and California.

Knowledge, Skills, and Abilities:

• Expert-level troubleshooting skills for emergency vehicle and fire apparatus systems.
• Strong coaching and instructional ability with adult learners in a shop environment.
• Ability to identify trends, reduce repeat failures, and improve first-time-fix performance.
• Strong organization and follow-through on multi-location support needs.
• Ability to balance hands-on technical work with broader operational and training responsibilities.
• Strong customer-facing professionalism, especially with public-sector and emergency-response customers.
• Ability to work independently and make sound technical judgments in the field

Compensation:

• Exempt: $80,000-$120,000 per year (depending on experience and qualifications)
• Full-Time position

Physical Requirements:

• Must be able to pass post offer drug test and background check

Benefits Velocity Vehicle Group Offers:

• Fantastic Culture
• 401k + match
• Health, Dental & Vision Insurance + HSA & FSA
• Employer paid Life Insurance
• Paid Vacation Days
• Sick Leave
• Excellent Training and Career Advancement Opportunities
• Company perks such as employee discounts, company events and training programs

Velocity Vehicle Group is an equal opportunity employer. Velocity Vehicle Group prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.