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

Who We Are:
Velocity Vehicle Group (VVG) is a premium commercial brand medium to heavy truck and semi-trailer dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on demand parts. Our goal is to be your one stop shop experts for all truckers, owner operators, fleets and companies. This coupled with our Leasing and Rental business and our Financial services business make VVG the leading Truck dealership.

What’s in it for You:
VVG is a fast paced and growing organization that is looking for candidates that are ready for a daily challenge and cannot wait to provide superior customer service both internally and externally. VVG offers fantastic Culture as well as competitive pay, 401K W/Match, Medical, Dental, & Vision benefits. Become a part of our team and immerse yourself in a company that fosters a Great Place to Work™ culture!

Essential Functions and Purpose:
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.

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

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

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

Key Responsibilities:

Technical Leadership and Advisory
• 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.
Technician Training and Development
• 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.
Operational Support
• 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.
Customer and OEM Interface
• 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 stand