Hiring.fm
Scout motors

Vice President, Aftersales

Charlotte, NC United States Full Time

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range.

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion.

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

What you’ll do

Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:

The Vice President of Aftersales will set the overarching service strategy for Scout Motors, developing and managing expert teams, robust systems, and sustainable processes across the technical, commercial, and operational dimensions of the aftersales business. The Vice President of Aftersales will lead OEM-level central program management, creating the foundational capabilities and competencies needed to deliver exceptional vehicle service to Scout vehicle owners. This leader will implement innovative strategies that focus on and enhance customer satisfaction and loyalty, ensure market coverage, drive business growth, and achieve compliance with regulatory standards while delivering profitable financial performance. In parallel, the Vice President of Aftersales will ensure alignment and integrated planning with the enterprise, most importantly the Sales, Quality, Production, Engineering, Purchasing, and Digital Products teams.

Strategic Planning and Resource Management 

  • Build, develop, and lead high-performing teams that will support the Service strategy. 
  • Develop and execute the vision, strategy, and roadmap for Scout Motors service operations, parts business, parts logistics, warranty, and technical service. 
  • Build sustainable businesses processes and operations that underpin all Aftersales activities and ultimately produce best-in-class customer ownership experiences. 
  • Champion innovations in how Scout Motors delivers service experiences, to include through remote vehicle updates and diagnostics, as well as predictive measures. 
  • Lead the identification of market and business differentiators, consequential customer needs, and operational accelerators. 
  • Build a world-class team of experts who are passionate about the Aftersales mission and exceptional at navigating early-stage ambiguity.  

Service Reach and Formats 

  • Within a direct-to-consumer context, develop a service format strategy that delivers high quality service and repairs to customers in both primary and secondary markets across the US.  This strategy should include Scout Motors retail locations, mobile repair vehicles, mobile technicians, collision networks, roadside assistance, as well as any alternative transportation requirements to effectuate the strategy. 
  • As necessary, engage third parties that, to Scout Motors standards, can support in achieving the Scout Motors service strategy. 
  • Lead initiatives to drive continuous improvement, finding pain points in the service reach and format strategy and then implementing solutions. 
  • In collaboration with the Digital and Retail Operations teams, optimize both digital and in-person service experiences, ensuring a seamless and efficient interaction at all touchpoints, thereby driving brand loyalty. 

 Quality Assurance and Technical Service Management 

  • Uphold the highest standards of repair quality by effectively managing technical service, including the ongoing maintenance of detailed technical documentation such as owner’s manuals, repair manuals, electrical diagrams, and diagnostic programs.  
  • Implement rigorous quality control measures that guarantee all repairs meet Scout Motors standards, driving customer trust and satisfaction. 
  • In close coordination with R&D, lead serviceability evaluations that critically examine service and repair feasibility and cost as driven by vehicle design. 
  • Lead the development of diagnostic and fault finding processes, coordinating with the R&D and Digital Products teams to ensure vehicle software and customer processes support all service and technician requirements. 
  • Oversee the training and certification of technical staff to ensure their knowledge and expertise to repair vehicles correctly the first time, avoiding repeat repairs.  

 Technical Support Strategy 

  • Formulate and deploy an effective technical support strategy to assist with complex diagnostics and repairs within the service network.  
  • Establish a team of expert and thoroughly knowledgeable technicians who can provide remote and on-site support as needed.  
  • Ensure that technical advice is readily available to Scout Workshops, driving quick and accurate resolution of challenging issues.  

 Warranty Processes and Policies 

  • Develop and implement intelligent warranty processes and policies that optimize repair resource management and warranty reserve accounts. 
  • Coordinate with the Quality department to relay critical feedback from warranty claims, facilitating continuous product improvement.  
  • Develop and implement a modern, strategic approach to warranty management, ensuring warranty claims are processed quickly and seamlessly to maintain customer trust and control costs.  

Parts Operations and Parts Logistics 

  • Develop and execute a robust service parts strategy that accurately forecasts demand, sources and purchases service parts, optimizes stock levels, and efficiently deploys working capital without compromising the retail service process. 
  • Define and implement parts pricing strategies to attract a diverse customer base, including private vehicle owners, fleet customers, insurance companies, and third-party service providers.  
  • Analyze market trends, competitive price benchmarks, and customer behaviors to implement price positioning that is competitive and profitable.  
  • Ensure Scout Motors spare parts are perceived as valuable and cost-effective, regularly reviewing and adjusting strategy to maintain brand positioning and drive sales in a constantly changing service and aftermarket environment. 
  • Develop and execute a parts logistics strategy for Scout Motors, ensure fast and efficient parts fulfillment, including reliable supply chains, optimized inventory levels, and efficient packing and transportation.  
  • Establish and monitor key performance indicators (KPIs) related to material cost, delivery times, logistics costs, inventory management, and other factors necessary to manage the health and performance of Scout Motors parts logistics.  
  • Develop and execute parts fulfillment strategies to minimize car down cases and long repair times, ensuring widespread spare parts availability and rapid delivery. 

 Service Operations 

  • In close coordination with Retail Operations, Digital Products, and Customer Support, ensure that service advisors, technicians, and parts personnel are supported with the proper tools, technologies, and systems to consistently deliver a fast, high-quality, cost-effective service experience. 
  • Create the service workshop practices and workflows—from repair order creation to diagnoses to repair operation codes—that enable frictionless service workshop coordination and service delivery. 
  • Evaluate and build service offers outside of the Scout Workshop, to include roadside assistance, mobile service, body and collision, and potential extended service networks through contracted third-party providers. 
  • Develop and own all relevant workshop and customer media, including owner’s manuals, parts catalogues, diagrams, and customer informational materials 
  • In coordination with domain experts and relevant departments, lead or support cross-functional Aftersales activities such as warranty policy, goodwill policy, maintenance packages, and prepaid maintenance plans (and other protection products). 
  • Create an execute a national tire and wheel program, ensuring that Scout Workshops offer competitive tire replacement and maintenance services. 

 Regulatory Compliance and Environmental Strategy