About the Role
Velit is looking for a hands-on Operations Manager to help run our U.S. operations and customer support activities.
This is not a traditional desk-only management position. We are looking for someone who is comfortable switching between managing day-to-day operations, supporting B2B customers, troubleshooting technical product issues, improving internal processes, and occasionally representing Velit at trade shows and industry events.
You will serve as a key point of contact between our customers, dealers, service team, fulfillment team, product team, and management.
The ideal candidate is organized, technically capable, comfortable communicating with customers, and able to take ownership of problems from start to finish.
Key ResponsibilitiesOperations & Service Management
- Oversee day-to-day U.S. service and operational activities.
- Coordinate service center workload, repairs, warranty cases, replacements, and RMAs.
- Work with fulfillment and support teams to resolve order, shipping, inventory, and customer issues.
- Identify operational problems and drive them through resolution.
- Establish clear ownership, priorities, and follow-up for outstanding issues.
- Help improve operational processes as the company grows.
B2B & Dealer Support
- Serve as a primary escalation point for dealers, installers, distributors, and other B2B customers.
- Handle urgent dealer requests, technical questions, order issues, and time-sensitive situations.
- Coordinate internally to expedite critical B2B orders, replacement parts, warranty cases, and technical resolutions.
- Maintain strong communication with key partners and ensure important issues do not fall through the cracks.
- Support onboarding and ongoing relationships with dealers and installers.
Technical Support
- Provide Tier 2 technical support for Velit products.
- Troubleshoot product and installation issues through phone, email, photos, videos, and hands-on inspection when necessary.
- Assist customers and dealers with electrical, mechanical, installation, and product-operation questions.
- Review escalated cases from Tier 1 support and determine the appropriate next action.
- Work with the product and engineering teams when an issue indicates a potential product, firmware, or design problem.
- Help identify recurring failure patterns and turn them into better support processes and documentation.
Deep product knowledge is not required on day one. We will provide product training, but strong technical aptitude and willingness to learn are essential.
Documentation & Workflow Development
- Create and maintain internal SOPs, troubleshooting guides, checklists, training materials, and operational documentation.
- Turn recurring problems and tribal knowledge into clear, repeatable processes.
- Establish documentation workflows so new information is captured, organized, updated, and accessible to the team.
- Help maintain and improve the internal and customer-facing knowledge base.
- Document new troubleshooting procedures and lessons learned from customer cases.
- Improve handoffs between customer support, service, fulfillment, product, and management.
Trade Shows & Events
- Represent Velit at RV, vanlife, overlanding, and industry trade shows.
- Assist with booth setup, product demonstrations, dealer conversations, and customer questions.
- Provide technical product demonstrations and explain products clearly to customers and industry partners.
- Travel several times per year as needed for trade shows, events, training, and other business activities.
Content & Product Education
- Collaborate with the marketing and content teams on technical and product-related content.
- Help identify useful educational topics based on common customer questions and field experience.
- Assist with technical accuracy for videos, tutorials, installation guides, FAQs, and product demonstrations.
- Participate in product videos or demonstrations when appropriate.
- Help translate technical product knowledge into information that customers can easily understand.
What We're Looking For
- Strong ownership mentality — you follow problems through until they are resolved.
- Excellent spoken and written English.
- Strong customer communication skills, including comfort speaking with customers and business partners by phone.
- Good technical aptitude and willingness to learn electrical, mechanical, HVAC, and vehicle-related systems.
- Strong organizational and prioritization skills.
- Comfortable working in a small, fast-moving company where responsibilities may overlap.
- Able to create clear documentation and improve processes rather than relying on tribal knowledge.
- Comfortable working independently without needing constant direction.
- Able to communicate effectively with technical and non-technical people.
- Willing and able to travel several times per year.
Preferred Experience
Experience in one or more of the following is helpful but not required:
- RV, van, automotive, marine, HVAC, electrical, or mechanical products
- Technical customer support
- Field service or service operations
- B2B/dealer support
- Operations management
- Warranty/RMA management
- Technical documentation or knowledge-base development
- Trade shows or product demonstrations
- E-commerce or physical-product businesses
We care more about problem-solving ability, ownership, communication, and technical aptitude than having experience in one specific industry.
What Success Looks Like
You become the person who can take an operational or customer problem and drive it to completion without requiring constant involvement from company leadership.
Customers and dealers receive faster answers. Urgent B2B issues have clear ownership. Tier 1 support has a reliable escalation path. Service work stays organized. Recurring technical questions become documented procedures instead of being solved from scratch each time.
Most importantly, the company becomes less dependent on individual people remembering how things were handled in the past.
Pay: $75,000.00 - $95,000.00 per year
Benefits:
Work Location: In person
