Director of Aftersales

The 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.

RIDE 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.

RIDE 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.

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Relocation assistance
• Vision insurance

• Lead 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.

• Processing customer orders including quoting, part research and order entry.
• Manage 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.

• Develop and manage warranty policies.
• Warranty review/approval for company technician repairs.
• Incoming 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.

• Create 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.

• Manage 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.

• Formulate 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.
• Lead, mentor, and build a high‑performing after‑sales team.
• Develop and manage budgets efficiently while maintaining…