Aftersales Service Representative

Job Description

Job Description

Position: Aftersales Service Representative

Company: Noovo

Location: Las Vegas, NV (In Office)

About Us:

Noovo is reinventing the vanlife experience through high-quality, design-driven Class B RVs built in Las Vegas. With hundreds of vehicles already on the road and a rapidly growing customer base across North America, Noovo combines premium manufacturing, innovation, and operational excellence to deliver a new standard in mobile living.

As our customer base continues to grow, we are building a scalable Aftersales organization focused on delivering exceptional customer experiences through responsiveness, transparency, operational excellence, and continuous improvement

Job Summary:

The Aftersales Service Representative serves as the primary customer-facing coordinator for the Noovo Aftersales organization. This role is responsible for managing service tickets from intake through resolution, maintaining customer communication, coordinating repairs, supporting warranty administration, and ensuring every customer receives a transparent, professional, and timely service experience.

The Aftersales Service Representative plays a critical role in achieving Noovo’s customer experience goals by maintaining ticket ownership, ensuring documentation quality, meeting service-level expectations, and coordinating repairs across internal teams, mobile technicians, and certified repair partners.

Key Responsibilities:

Customer Communication

• Serve as the primary point of contact for customers submitting service requests or warranty claims.
• Establish clear ownership of assigned service tickets.
• Maintain proactive communication throughout the repair lifecycle.
• Provide customer-readable repair explanations and status updates.
• Set accurate expectations regarding repair timelines and next steps.
• Ensure all customer interactions are documented within the service record.

Service Ticket Management

• Review and triage incoming service requests.
• Ensure service tickets are properly documented and prioritized.
• Maintain ownership of assigned tickets through final resolution.
• Monitor ticket progress and prevent inactive or stagnant cases.
• Ensure ticket updates are completed according to established service standards.

Service Coordination & Scheduling

• Coordinate repairs between customers, internal technicians, mobile technicians, and certified repair partners.
• Schedule appointments and coordinate repair readiness.
• Confirm parts availability prior to scheduling repairs.
• Monitor repair progress and proactively address delays.
• Support appointment confirmation and repair preparation activities.

Warranty Administration

• Review incoming issues for warranty eligibility.
• Collect and maintain required warranty documentation.
• Coordinate warranty approvals and repair execution.
• Maintain accurate warranty records and supporting documentation.
• Ensure warranty claims meet internal documentation standards.

Documentation & CRM Management

• Maintain accurate records within all Noovo systems.
• Ensure all documentation meets Noovo Write It Right standards.
• Maintain communication logs, authorization records, repair notes, and repair summaries.
• Verify documentation completeness prior to ticket closure.
• Review AI-assisted documentation and customer communications for accuracy before distribution.

Parts & Logistics Coordination

• Coordinate parts orders and replacement components.
• Monitor shipment status and delivery timelines.
• Communicate delays or supply constraints proactively.
• Support inventory tracking and parts traceability.
• Ensure technicians have required components before scheduled repairs.

Escalation Management

• Identify customer experience risks early and escalate appropriately.
• Escalate technical concerns according to the Noovo Aftersales Escalation Matrix.
• Escalate repair delays, repeat failures, safety concerns, and high-risk customer situations when necessary.
• Provide complete documentation and issue summaries when transferring ownership of escalated cases.

What Success Looks Like

Success in this role means delivering a professional and responsive customer experience, maintaining ownership of assigned service cases, communicating proactively, coordinating repairs efficiently, and helping customers return to enjoying their Noovo as quickly as possible.

• Maintains clear ownership of service cases
• Communicates proactively and professionally
• Keeps customers informed throughout the repair process
• Coordinates repairs efficiently across internal and external partners
• Maintains accurate documentation and service records
• Supports continuous improvement within the Aftersales organization

Qualifications:

• 2+ plus years experience in service operations, warranty administration, or service coordination.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities simultaneously.
• Experience working within CRM or ticket management systems.
• Comfortable learning new technologies and AI-assisted workflows.
• Experience in automotive, RV, manufacturing, service operations, or related industries preferred.

Compensation:

• $55,000 - $65,000 annually, depending on experience and profile

Benefits:

• Paid Time Off (PTO)
• Medical, dental, and vision insurance
• Life Insurance & AD&D
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Seven (7) paid company holidays each year
• 401(k) retirement plan