Director of Aftersales at RIDE Mobility

Job DescriptionJob DescriptionThe following description is not intended as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the discretion of adding or changing the duties of the position at any time.Company OverviewRIDE Electric Vehicles is a fast-growing innovator in zero-emission transportation, delivering advanced electric buses and commercial electric trucks across the United States. Our mission is to accelerate the transition to clean mobility by offering reliable, efficient, and sustainable transportation technology. With a customer-first approach and a commitment to excellence, RIDE is redefining the future of fleet operations through industry-leading service and engineering support.Position SummaryRIDE Electric Vehicles is seeking a Director of After-Sales to lead and evolve our post-sales support functions, including Customer Service Engineering, Parts, Warranty, and Training. This role is critical to ensuring customer satisfaction, operational excellence, and continuous improvement across all after-sales touchpoints. This position will work closely with the Director of Field Services, who oversees the technician teams responsible for equipment repairs. The role will provide direct support to customers and the Field Services group by coordinating parts and service needs, sharing operational insights, and ensuring alignment of customer service priorities. The Director of After-Sales will drive operational excellence, foster customer satisfaction, and align after-sales strategies with the company's mission and growth objectives.Benefits:401(k)Dental insuranceEmployee assistance programHealth insuranceHealth savings accountPaid time offProfessional development assistanceRelocation assistanceVision insuranceKey Department Responsibilities:Customer Service Engineering and PublicationsLead and develop team of field and technical support engineers.Ensure timely resolution of customer issues and technical escalations.Drive root cause analysis and corrective actions for recurring service challenges.Assist in developing training programs for service technicians.Editing and publication of technical manuals (parts, service, operator) and bulletins.Oversee development of processes to ensure efficient vehicle maintenance and repair.Parts ManagementProcessing customer orders including quoting, part research and order entryManage the supply chain for spare parts, ensuring availability, quality, and cost-effectiveness.Optimize inventory levels to minimize downtime while controlling costs.Collaborate with suppliers to ensure parts meet stringent quality and sustainability standards.Oversee inventory planning, procurement, and distribution of service parts.Monitor KPIs such as fill rate, turnaround time, lead times, and parts return rate.Warranty AdministrationDevelop and manage warranty policiesWarranty review/approval for company technician repairsIncoming claims processing and cost recovery programs.Analyze warranty data to identify trends and drive product quality improvements.Ensure compliance with internal and external warranty standards.Training & DevelopmentCreate and execute technical training programs for both internal and external audiences.Update training materials to reflect current technologies, products, and service procedures.Assess training outcomes using feedback and performance data, and adjust delivery methods as needed.Position Responsibilities: Customer ExperienceManage department activities to maintain operational efficiency.Oversee department operations with a focus on customer service, making sure after-sales interactions meet established standards.Introduce metrics and feedback systems to track and enhance customer satisfaction levels.After-sales Business DevelopmentFormulate approaches to increase after-sales revenue by offering services such as extended warranties, maintenance packages, parts, and accessories.Assess potential business opportunities that could contribute to customer retention and satisfaction.Leadership & StrategyLead, mentor, and build a high-performing after-sales team.Develop and manage budgets efficiently while maintaining operational quality.Align after-sales and customer service strategies with company objectives.Drive cross-functional projects to improve customer experience and service efficiency.Advocate for customers in product development and quality discussions.Promote a results-driven, customer-focused team culture.Ensure team compliance with RIDE safety, procedures, and standards.Financial Management (P&L Responsibility) Oversee after-sales revenue, expenses, and warranty claims.Review monthly financials and address budget variances.Work with Finance and Operations on cost allocation.Track warranty recovery and ensure timely documentation.Reporting & Performance MonitoringSet and track after-sales KPIs for all departments, with clear goals and regular reviews.Use CRM dashboards and analytics to spot trends and gaps.Share performance reports with RIDE leadership, offering insights and process suggestions.Recommend ways to improve customer satisfaction, service efficiency, and financial results.Gather cross-department feedback to drive continuous improvement and align with company goals.QualificationsBachelor's degree in Engineering, Business, or related field.10+ years of experience in after-sales management, preferably in automotive, industrial, or technology sectors.Proven leadership in managing multi-disciplinary teams related to after-sales management.Core CompetenciesStrong leadership and team-building capabilities.Expertise in supply chain management, customer service, and operational efficiency.Strategic thinker with the ability to drive business development and revenue growth.Strong analytical, communication, and project management skills.Excellent communication and stakeholder management skills.Knowledge of EV technology, charging systems, and industry trends.Customer-focused mindset with a passion for sustainability and innovation.Ability to thrive in a fast-paced, dynamic environment.Strong problem-solving and analytical skills.TRAVEL Travel is required for this position.Weekly visits to Lancaster and Carson25%-50%, possible locations include but not limited to various facilities and customers across the US.PAY RANGE$160,000 - $183,000 per yearWORK TYPEFull-timeWORK LOCATIONPasadena CA (On-site)RIDE is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, gender identity, pregnancy, childbirth or related medical condition, religious creed, physical disability, mental disability, age, medical condition, marital status, veteran status, sexual orientation, genetic information or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.