Director Automotive Parts, Services, Warranty and Customer Support
Salary undisclosed
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Job Description
Job Summary:
The Director Automobile Product Parts, Services and Customer Support is responsible for overseeing and enhancing ENC’s aftermarket services, which include Warranty, Field Service, Parts Sales and Customer Service. Their primary goal is to boost customer satisfaction, drive revenue growth, and ensure operational efficiency in the aftermarket sector. The Director will require a deep expertise in the transit bus manufacturing industry, will develop and execute strategies to enhance the value proposition of aftermarket services, build strong customer relationships, and ensure the delivery of high-quality support to clients. This onsite role will be based out of Riverside, CA and will be reporting to our Head of Sales.
Essential Duties:
This list of essential duties is not all-inclusive and may be expanded to include other duties, as management may deem necessary from time to time. The team member must be able to perform each essential job duty identified below satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of this position unless doing so would create an undue hardship.
Required Knowledge, Skills, and Abilities:
Strategic Leadership:
With nearly 45 years experience, ENC has moved millions of people to their destinations with low floor and standard floor buses. We cater to the public transit/paratransit, airport, parking and university transportation markets with thousands of floorplan configurations, dozens of options, and unparalleled design and manufacturing standards.
All ENC models successfully complete FTA/Altoona durability testing and all low floor models pass third-party impact crash and roof crush performance testing. All models pass a comprehensive battery of crash tests to comply with with applicable FMVSS, CMVSS, DOT, EPA, ADA, and NHTSA requirements. We can also accommodate nearly any design or fuel system request, and offer one of the greenest buses in the industry, the exceptional hydrogen-powered Axess-FC.
We craft our buses at a state-of-the-art 227,000 square-foot, ISO 9001 certified production facility that encompasses 17 acres in Riverside, California. ENC utilizes the latest technology including computer aided desig
With nearly 45 years experience, ENC has moved millions of people to their destinations with low floor and standard floor buses. We cater to the public transit/paratransit, airport, parking and university transportation markets with thousands of floorplan configurations, dozens of options, and unparalleled design and manufacturing standards. All ENC models successfully complete FTA/Altoona durability testing and all low floor models pass third-party impact crash and roof crush performance testing. All models pass a comprehensive battery of crash tests to comply with with applicable FMVSS, CMVSS, DOT, EPA, ADA, and NHTSA requirements. We can also accommodate nearly any design or fuel system request, and offer one of the greenest buses in the industry, the exceptional hydrogen-powered Axess-FC. We craft our buses at a state-of-the-art 227,000 square-foot, ISO 9001 certified production facility that encompasses 17 acres in Riverside, California. ENC utilizes the latest technology including computer aided desig
Job Summary:
The Director Automobile Product Parts, Services and Customer Support is responsible for overseeing and enhancing ENC’s aftermarket services, which include Warranty, Field Service, Parts Sales and Customer Service. Their primary goal is to boost customer satisfaction, drive revenue growth, and ensure operational efficiency in the aftermarket sector. The Director will require a deep expertise in the transit bus manufacturing industry, will develop and execute strategies to enhance the value proposition of aftermarket services, build strong customer relationships, and ensure the delivery of high-quality support to clients. This onsite role will be based out of Riverside, CA and will be reporting to our Head of Sales.
Essential Duties:
This list of essential duties is not all-inclusive and may be expanded to include other duties, as management may deem necessary from time to time. The team member must be able to perform each essential job duty identified below satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of this position unless doing so would create an undue hardship.
Required Knowledge, Skills, and Abilities:
Strategic Leadership:
- Develop and execute the aftermarket business strategy to drive revenue and profitability.
- Align aftermarket operations with the overall organizational goals and objectives.
- Monitor industry trends and competitive landscape to identify growth opportunities and threats.
- Ensure high-quality customer service through effective service operations and support structures.
- Lead initiatives to improve customer satisfaction, retention, and loyalty.
- Develop and oversee training programs for service technicians and customer support teams to enhance skill levels and ensure alignment with industry standards.
- Oversee the parts sales operations, ensuring availability and timely delivery of components.
- Partner with Procurement Leader to implement robust inventory management practices to balance cost efficiency and service levels.
- Manage warranty programs, ensuring fair and efficient resolution of claims.
- Establish and maintain systems for effective tracking, reporting, and analysis of warranty performance.
- Provide technical support and solutions to resolve complex customer issues.
- Optimize aftermarket processes to improve efficiency and reduce costs.
- Implement data-driven decision-making to enhance operational performance.
- Utilize technology and digital tools to streamline operations and enhance customer engagement.
- Lead, mentor, and develop a high-performing aftermarket team.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Establish performance metrics and conduct regular evaluations to drive individual and team success.
- Bachelor’s degree in Engineering, Business, or a related field or equivalent experience
- Experience: A minimum of 10 years of experience in aftermarket operations, with at least 5 years in a leadership role within the transit bus manufacturing industry or vehicle aftermarket industry.
- Skills: Strong analytical, problem-solving, and decision-making abilities; excellent communication and interpersonal skills; proficiency in relevant technologies and software.
- Experience designing key performance indicators (KPIs) and OKRs (Objectives and Key Results) to track progress.
- Expertise in driving cultural and process shifts towards metric-driven decision-making.
- Experience guiding teams in understanding and leveraging data for decision-making.
- Proven track record of developing and executing successful aftermarket strategies and leading high-performing teams.
With nearly 45 years experience, ENC has moved millions of people to their destinations with low floor and standard floor buses. We cater to the public transit/paratransit, airport, parking and university transportation markets with thousands of floorplan configurations, dozens of options, and unparalleled design and manufacturing standards.
All ENC models successfully complete FTA/Altoona durability testing and all low floor models pass third-party impact crash and roof crush performance testing. All models pass a comprehensive battery of crash tests to comply with with applicable FMVSS, CMVSS, DOT, EPA, ADA, and NHTSA requirements. We can also accommodate nearly any design or fuel system request, and offer one of the greenest buses in the industry, the exceptional hydrogen-powered Axess-FC.
We craft our buses at a state-of-the-art 227,000 square-foot, ISO 9001 certified production facility that encompasses 17 acres in Riverside, California. ENC utilizes the latest technology including computer aided desig
With nearly 45 years experience, ENC has moved millions of people to their destinations with low floor and standard floor buses. We cater to the public transit/paratransit, airport, parking and university transportation markets with thousands of floorplan configurations, dozens of options, and unparalleled design and manufacturing standards. All ENC models successfully complete FTA/Altoona durability testing and all low floor models pass third-party impact crash and roof crush performance testing. All models pass a comprehensive battery of crash tests to comply with with applicable FMVSS, CMVSS, DOT, EPA, ADA, and NHTSA requirements. We can also accommodate nearly any design or fuel system request, and offer one of the greenest buses in the industry, the exceptional hydrogen-powered Axess-FC. We craft our buses at a state-of-the-art 227,000 square-foot, ISO 9001 certified production facility that encompasses 17 acres in Riverside, California. ENC utilizes the latest technology including computer aided desig