Vice President, Aftersales

Here at Scout Motors were 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 its 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 hasnt 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 youre ready to drive change and make history apply now!

What youll 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 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.

StrategicPlanning andResource Management

• Build developandlead high-performingteamsthat 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 delivershigh quality service and repairs to customers in both primary and secondary marketsacross the strategy should include Scout Motors retail locations mobile repairvehiclesmobile technicians collision networksroadsideassistance as well as anyalternativetransportation 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 teamsoptimizeboth digital and in-personserviceexperiences ensuringa seamlessandefficient interaction at all touchpoints therebydriving brandloyalty.

Quality Assurance and Technical Service Management

• Upholdthe highest standards of repair quality by effectively managingtechnical service includingtheongoing maintenanceof detailed technical documentation such asownersmanualsrepair 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 toassistwith 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 andimplementintelligentwarranty processes and policies thatoptimizerepair resource managementandwarranty 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 robustserviceparts strategythat accurately forecasts demandsourcesand purchases service partsoptimizesstock 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 withRetail 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 workflowsfrom repair order creation to diagnoses to repair operation codesthat 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 owners 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 withlegaland environmental regulations focusing on sustainability initiatives such as reverselogisticsand the remanufacturing of key components i.e. high voltagebatteries.
• 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 managetheacquisition development and/orintegration ofall systems and technologiesrequiredforseamless 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 materiallogistics and transport costscomport 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

• Continuallymonitortheperformance of all ScoutWorkshops ensuring sales targetachievementfor 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 industrytop performers toidentifyareas for improvement.
• Drive revenue growth and operational excellence contributing to the companys overall financial success and competitive advantage in the market.

Location & Travel Expectations:

• This role may be based out of theScout Motors corporate headquarters in Charlotte NC.
• The responsibilities of this role require4-5 daysattendance 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 companyfrom time to time.
• Travel: Domestic and international travel required approximately 30% of the time. Valid drivers license required. Passport required

What youll bring

We expect all Scout employees to have integrity curiosity resourcefulness and strive to exhibit a positive attitude as well as a growth mindset. Youll be comfortable with change and flexible in a fast-paced high-growth environment. Youll take a collaborative approach to achieve ambitious goals. Heres what else youll bring:

• Bachelors 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 youll 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 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 $245000 - $297500

Internal leveling code: E4

Notice to applicants:

• To be considered for career opportunities at Scout Motors applicants must be 18 years of age or older.
• Residing in San Francisco:Pursuant to the San Francisco Fair Chance Ordinance Scout Motors will consider for employment qualified applicants with arrest and conviction records.
• Residing inLos Angeles:Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
• Residing inNew York City:This role is not eligible for remote work in New York City.

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer.Qualified applicants will receive consideration without regard to race color religion sex national origin age sexual orientation gender identity gender expression veteran status disability pregnancyor anyother characteristicsprotected by law.Scout Motors is committed to compliance with allapplicablefairemploymentpractice laws.If you require reasonable accommodation to complete a job application pre-employment testing or a job interview or to otherwise participate in the hiring process please contact