Aftersales Service Manager

About Noovo
Noovo is a rapidly growing Class B campervan manufacturer focused on creating thoughtfully designed vehicles and delivering an exceptional ownership experience. As our customer base and national service footprint continue to expand, our Aftersales organization plays a critical role in supporting customers throughout the ownership lifecycle.

Our service model combines our internal Las Vegas service capabilities with mobile technicians and certified repair partners across the country. The Aftersales Service Manager is a key leadership position responsible for ensuring this network operates effectively, consistently, and with a strong focus on the customer experience.

Position Summary
The Aftersales Service Manager is responsible for leading the day-to-day execution of Noovo’s Aftersales service operation and developing a high-performing, accountable, and customer-focused service team. The Aftersales Service Manager oversees a team operating on a seven-day service schedule and is responsible for ensuring appropriate staffing, coverage, and escalation support across the operating week.

Reporting to the Director of Aftersales, this role translates department strategy and service standards into
consistent daily execution. The Service Manager provides direct leadership to the Aftersales team, maintains visibility into service performance, removes operational barriers, manages escalations, and ensures customers receive clear communication and effective repair solutions.

This position works closely with Production, Engineering, Inventory, Sales, Delivery, mobile technicians, and
certified repair partners to ensure repairs progress efficiently across Noovo’s service network.

The ideal candidate is a strong people leader with experience managing service operations in a fast-paced environment. They are comfortable holding teams accountable, coaching performance, resolving complex customer situations, improving processes, and making sound operational decisions while the organization continues to grow.

Areas of Responsibility

Team Leadership & Performance

• Provide direct day-to-day leadership for the Aftersales team.
• Establish clear expectations for ownership, accountability, communication, and service execution.
• Coach team members on performance, customer communication, operational decision-making, and service best practices.
• Conduct regular one-on-one coaching and provide timely performance feedback.
• Identify performance or capability gaps and establish appropriate development plans.
• Support hiring, onboarding, training, and development of new team members.
• Create an environment where employees understand their responsibilities and are empowered to make appropriate decisions.
• Reinforce Noovo’s standards for professionalism, collaboration, customer transparency, and ownership.

Daily Service Operations

• Lead execution of daily Aftersales operations across in-house, mobile, and certified partner repairs.
• Maintain visibility into open repairs, ticket aging, scheduling, escalations, parts constraints, and other service blockers.
• Ensure work is appropriately prioritized and assigned across the team.
• Establish clear ownership and next steps for unresolved customer and repair concerns.
• Review service workload and adjust resources or priorities when necessary.
• Ensure the team maintains appropriate customer communication throughout the repair lifecycle.
• Identify operational risks early and drive them toward resolution.
• Ensure complex or undocumented repair concerns are routed to the appropriate internal or external resources and remain actively managed through resolution.

Service Performance & Accountability

• Support achievement of department service-level targets and operational KPIs.
• Monitor ticket aging, response times, resolution times, repair readiness, escalations, and documentation quality.
• Review individual and team performance and address gaps before they negatively affect the customer experience.
• Maintain regular review of unresolved and aging service cases.
• Identify trends affecting service performance and develop corrective actions.
• Partner with the Director of Aftersales on operational reporting, performance improvement, and department priorities.

Customer Experience & Escalation Management

• Establish and reinforce customer experience expectations across the Aftersales team.
• Assume ownership of elevated customer situations requiring management-level intervention.
• Lead resolution of complex customer conflicts and service disputes.
• Ensure escalations have clearly documented ownership, actions, communication plans, and next steps.
• Coach team members on handling difficult customer conversations and resolving concerns at the appropriate level.
• Identify situations requiring Director-level escalation based on customer experience, business, legal, or brand risk.
• Balance customer needs with warranty policy, operational requirements, and appropriate business decision-making.

Repair Operations & Resource Management

• Provide oversight of repair scheduling and resource allocation across Noovo’s service network.
• Ensure scheduled repairs are appropriately prepared with required parts, information, resources, and technician availability.
• Support the team in determining appropriate repair pathways, including in-house, mobile, and certified repair partner service.
• Coordinate with technicians and internal departments to resolve repair execution barriers.
• Ensure technical questions and complex repair concerns are routed to the appropriate subject- matter experts and supported with the information needed to establish an effective repair plan.
• Maintain visibility and accountability for escalated repairs through resolution.
• Ensure repair delays, reschedules, or changing timelines are communicated appropriately.
• Drive improvements that increase repair readiness and reduce avoidable delays or repeat visits.

Mobile & Certified Repair Network Leadership

• Support effective operation of Noovo’s national mobile and certified repair partner network.
• Establish expectations for partner communication, documentation, repair execution, and customer experience.
• Maintain productive relationships with external service providers.
• Oversee warranty approval and repair authorization processes within established guidelines.
• Address partner performance concerns and escalate recurring issues when necessary.
• Support expansion and continuous improvement of Noovo’s external service capabilities.

Process & Continuous Improvement

• Identify operational inefficiencies and recommend improvements to Aftersales workflows.
• Develop and reinforce standardized processes that improve consistency and scalability.
• Ensure team adherence to Noovo documentation and repair-record standards.
• Identify recurring customer questions, repair concerns, or operational gaps that should be addressed through training, documentation, or process improvements.
• Ensure recurring field concerns and service trends are communicated to Production, Engineering, and other appropriate stakeholders.
• Partner with the Director of Aftersales on implementation of new systems, processes, and service capabilities.
• Support adoption of technology and AI-assisted workflows designed to improve service efficiency and customer experience.

Cross-Functional Leadership

• Serve as a key operational liaison between Aftersales and Production, Engineering, Inventory,
• Sales, Delivery, and other departments.
• Establish clear communication and ownership when customer concerns require cross-functional support.
• Represent Aftersales priorities and customer-impact considerations in cross-functional discussions.
• Ensure recurring field issues and service trends are communicated to appropriate stakeholders.
• Build productive working relationships across departments to improve repair execution and customer outcomes.

Service Level Expectations
The Aftersales Service Manager is accountable for supporting team performance against Noovo’s
established service standards, including:

• First Response Time: Initial customer response, ownership confirmation, and next steps within 24 business hours of ticket submission.
• Total Resolution Time: Maintain an average ticket resolution time of seven calendar days or fewer whenever operationally feasible.
• Escalation Management: Ensure unresolved escalations are actively reviewed, assigned, and progressed toward resolution.
• Repair Readiness: Improve the percentage of scheduled repairs completed without preventable rescheduling.
• Warranty Processing: Ensure warranty approvals and repair authorizations are reviewed in a timely and consistent manner.
• Documentation Quality: Maintain compliance with Noovo standards for repair documentation, customer communication, authorization records, and repair summaries.
• Team Performance: Maintain clear individual accountability and actively address performance or execution gaps.

Qualifications

• Demonstrated leadership experience within automotive, RV, field service, manufacturing, customer service, or a related service operation.
• Previous experience directly managing employees and driving team performance.
• Strong coaching, mentorship, and performance-management skills.
• Experience managing customer escalations and complex service situations.
• Strong operational judgment and ability to make decisions in a fast-paced environment.
• Demonstrated ability to manage multiple priorities, customers, repairs, and escalations simultaneously.
• Strong written and verbal communication skills.
• Ability to establish accountability while maintaining productive team relationships.
• Experience using service-management, CRM, ticketing, scheduling, or work-order systems.
• Strong documentation discipline and attention to detail.
• Ability to collaborate and influence effectively across departments.
• Experience with distributed or mobile service operations, third-party repair networks, warranty administration, or repair authorization is preferred.
• Working technical knowledge sufficient to understand repair concerns, facilitate escalations, and coordinate appropriate technical resources.
• Experience using KPIs and operational reporting to manage team performance.
• Experience developing or implementing standardized service processes.
• Comfortable adopting new technology and AI-assisted workflows to improve operational efficiency.
• Comfortable operating within a rapidly growing organization where processes and responsibilities continue to evolve.

Additional Responsibilities
As Noovo continues to grow, responsibilities within the Aftersales organization will evolve. The Aftersales
Service Manager may be assigned additional responsibilities based on changing business needs, service-
network expansion, new products, organizational growth, and strategic operational priorities.