After-Sales Representative

About Noovo

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

We are seeking a customer-focused, organized, and technology-savvy After-Sales Representative to support our growing owner community and ensure an exceptional customer experience throughout the service and warranty process.

Position Summary

The After-Sales Representative manages customer service cases from initial inquiry through final resolution. This role serves as a primary point of contact for vehicle owners, coordinating service requests, warranty claims, repairs, parts, and communication between customers, technicians, and internal teams.

The ideal candidate is proactive, detail-oriented, and solution-driven, with strong organizational skills and the ability to manage multiple cases while maintaining timely communication and accurate documentation.

Key Responsibilities

Customer Service and Case Management

• Serve as the primary point of contact for owners submitting service requests and warranty claims.
• Receive, acknowledge, review, and qualify incoming cases through HubSpot, email, and phone.
• Document all service requests and assign appropriate priorities.
• Maintain consistent communication with customers throughout the resolution process.
• Track cases through completion and document final resolutions.
• Follow up after service completion to confirm customer satisfaction.

Service Coordination and Scheduling

• Coordinate repairs among customers, internal technicians, and approved external service providers.
• Schedule service appointments at Noovo's facility when necessary.
• Arrange mobile technician visits or third-party service appointments when appropriate.
• Confirm parts availability and logistics before scheduling repairs.
• Monitor service timelines, proactively communicate delays, and escalate issues as needed.

Warranty Administration

• Support the administration of Noovo's Life Warranty policy in accordance with established guidelines.
• Review reported issues and assist in determining warranty eligibility.
• Prepare warranty documentation and obtain required approvals.
• Coordinate warranty repairs and confirm that approved parts and procedures are followed.
• Maintain accurate records of warranty claims, decisions, and completed repairs.

CRM and Case Documentation

• Maintain accurate and up-to-date records in HubSpot Service Hub and Monday.com.
• Ensure each case includes the necessary documentation, including:
  • Customer contact information
  • Vehicle identification number (VIN) and build configuration
  • Issue descriptions and supporting photos or videos
  • Repair actions, parts replaced, and technician notes
  • Customer communications and service history
• Monitor open cases and follow up on inactive or delayed requests.
• Maintain data accuracy, consistency, and traceability across service records.

Parts and Service Logistics

• Coordinate parts orders and replacement components required for service cases.
• Track shipments and confirm parts availability before repairs are scheduled.
• Communicate supply constraints and delivery delays to customers and internal teams.
• Assist with tracking warranty-related inventory and replacement parts.

Escalation and Cross-Functional Coordination

• Escalate complex, urgent, or unresolved cases to the Director of After-Sales Operations.
• Coordinate with Production and Engineering to investigate technical issues and identify solutions.
• Prepare clear case summaries and supporting documentation for escalations.
• Assist with recall procedures and manufacturer service bulletins, when applicable.

Customer Experience and Communication

• Deliver a professional, responsive service experience consistent with the Noovo brand.
• Keep customers informed and set clear expectations regarding service timelines and next steps.
• Provide basic troubleshooting guidance when issues can be addressed remotely.
• Handle challenging customer interactions with professionalism, patience, and a solution-oriented approach.
• Identify recurring issues and communicate customer feedback to the appropriate internal teams.

Qualifications and Skills

• Previous experience in customer service, after-sales support, warranty administration, service coordination, or a related field.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple service cases and prioritize competing deadlines.
• Experience with CRM platforms; HubSpot experience is preferred.
• Proficiency with Microsoft Office, Google Workspace, or similar business tools.
• Ability to work collaboratively with customers, technicians, and cross-functional teams.
• Strong problem-solving skills and a customer-first mindset.
• Experience in automotive, RV, manufacturing, technical support, or vehicle service environments is preferred.

What Success Looks Like

• Customer requests are acknowledged and addressed promptly.
• Service cases are accurately documented and consistently followed through to resolution.
• Repair appointments and parts are coordinated efficiently.
• Customers receive proactive updates and clear expectations.
• Escalations are handled promptly and supported by complete documentation.
• Service operations maintain accurate records and deliver a consistent, high-quality owner experience.

Compensation and Benefits

Base Salary: $55,000–$65,000 annually, depending on experience.

Benefits may include:

• Medical, dental, and vision insurance
• Paid time off (PTO)
• Paid holidays, in accordance with company policy
• 401(k) retirement plan
• 401(k) employer matching, subject to plan terms and eligibility
• Additional benefits in accordance with company policies and applicable law

Work Environment

This is a full-time, in-person position based in Las Vegas, Nevada. The role involves regular communication with customers and collaboration with internal service, production, engineering, and parts teams.

Join Noovo and help us deliver an exceptional ownership experience by ensuring every service request receives the attention, coordination, and follow-through our customers expect.