Vice President, Aftersales

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 

• Develop strategies to ensure compliance with legal and environmental regulations, focusing on sustainability initiatives such as reverse logistics and the remanufacturing of key components, i.e., high voltage batteries.  
• Collaborate with Scout Motors Legal, Engineering, Purchasing, and Quality to stay abreast of changes in legislation and implement necessary adjustments.  
• Promote environmentally responsible practices that help Scout Motors to reduce environmental impact, enhance corporate reputation, and meet expectations of environmentally conscious customers. 

 Aftersales Systems 

• In coordination with Digital Products, manage the acquisition, development, and/or integration of all systems and technologies required for seamless and scalable Aftersales operations.  
• Within the Scout Motors unified data environment and integrated technology platform, build (or leverage existing) digital tools that create operational efficiencies, faster performance, and deeper insights into customer satisfaction. 

 Cost Management and Efficiency 

• Implement cost management strategies to ensure material, logistics, and transport costs comport with internal targets and budgets.  
• Continuously analyze and optimize the supply chain for cost-saving opportunities without compromising quality. This includes negotiating with suppliers, improving logistics processes, and leveraging technology to streamline operations.  
• Achieve necessary cost efficiencies for Scout Motors to enhance profitability and maintain competitive parts and service pricing for customers. 

 Workshop Steering and Revenue Goals 

• Continually monitor the performance of all Scout Workshops, ensuring sales target achievement for spare parts, service, and other revenue streams.  
• Implement strategies to maximize Workshop productivity, optimize resource allocation, and enhance service quality. 
• Conduct regular performance reviews and benchmarking against industry top performers to identify areas for improvement.  
• Drive revenue growth and operational excellence, contributing to the company's overall financial success and competitive advantage in the market.

Location & Travel Expectations: 

• This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC. 
• The responsibilities of this role require 4-5 days attendance in office with in-person meetings and events regularly. 
• Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.
• Travel: Domestic and international travel required, approximately 30% of the time. Valid driver's license required. Passport required

What you’ll bring 

We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:

• Bachelor’s degree in a relevant field.
• 20+ years of experience managing multiple aftersales functions within the automotive industry, demonstrating a thorough understanding of the technical complexities, resourcing, and business management challenges of an automotive OEM. Experience with retail fixed operations is a plus.
• Exceptional leadership and management skills to effectively build, lead, and inspire a large team and to drive objective achievement.
• Strong strategic planning acumen with ability to develop and implement innovative strategies that enhance customer satisfaction and drive profitable, sustainable business growth.
• A customer-centric mindset that obsesses over delivering exceptional retail experiences, focuses on understanding customer needs, and continually looks for improvement opportunities.
• Strong financial management skills that are expertly deployed for budgeting, cost management, and financial performance management.
• Experience with digital tools and technologies that create a digital service ecosystem to enhance both operational efficiency and customer experience.
• Knowledge of regulatory compliance practices that ensure company compliance with relevant environmental and governmental standards.
• German language proficiency is a bonus and will contribute to success in the role.

What you'll gain

The benefits of joining Scout include the chance to build products and a company from the ground up.  This is a chance to create something new and lasting – with an iconic brand at its foundation.  In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• Competitive insurance including:
  • Medical, dental, vision and income protection plans
• 401(k) program with:
  • An employer match and immediate vesting
• Generous Paid Time Off including:
  • 25 days planned PTO, as accrued
  • 40 hours of unplanned PTO and 14 company or floating holidays, annually
  • Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
  • Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
• Corporate Vehicle Program with:
  • Eligibility for up to 2 assigned vehicles
  • A mobility stipend

Pay Transparency

Initial base salary range = $245,000 - $297,500

Internal leveling code: E4