Aftersales & Customer Experience Manager

Job Description

Job Description

Mohab is seeking an Aftersales & Customer Experience Manager to build and lead the systems, processes and programs that support our owners and dealers after the sale. The role owns the post-sale customer journey, including warranty, service, replacement parts, dealer support, customer care and customer experience programs.

Our first focus is getting the fundamentals right: fair and fast warranty, parts available when they are needed, and dealers equipped to service what they sell. As the operation matures, the role will extend into proactive customer experience programs that create value for both owners and dealers.

The objective is simple: make owning a Mohab product as compelling as buying one.

Key Responsibilities

Warranty & Service Operations

• Own Mohab's end-to-end warranty program across all products and markets: policy, claim intake, assessment, approval, repair coordination, reimbursement and closure.
• Set and manage labor-time standards and dealer labor reimbursement, and audit claims and dealers.
• Establish service standards, escalation procedures, response-time expectations and warranty approval guidelines.
• Develop processes for dealer-performed repairs, replacement products and customer-direct warranty claims.
• Make goodwill decisions within an agreed budget and manage returns and exchanges.
• Coordinate service campaigns and safety recalls with Technical Product and Engineering.
• Track claims, failure modes, repair costs and repeat issues; report warranty cost per unit and trends, support warranty reserve forecasting, and feed structured field-quality findings to Product and Engineering.

Parts Operations

• Build and manage Mohab's service parts program: catalog, pricing, availability, stocking requirements and fulfillment.
• Set launch stocking for every new product and identify critical service components that need local inventory.
• Forecast demand, place / track orders, and manage backorders and obsolescence, working with Inventory Management.
• Establish parts ordering processes for dealers, service partners and customers.
• Help define future parts distribution requirements as the dealer network and installed base grow.

Dealer & Service Network Support

• Serve as the primary aftersales contact for Mohab dealers and authorized service partners.
• Write and maintain the dealer Service Policies & Procedures manual, covering warranty, service, diagnostic and parts processes.
• Make sure every dealer has the tools, parts, trained technicians and authorization to service Mohab products.
• Support dealer technicians on product concerns, escalating complex diagnosis to Technical Product.
• Set performance standards for the service network, introduce aftersales scorecards, and help dealers grow parts, accessory and service revenue.

Customer Experience

• Own the post-purchase customer journey, from installation through onboarding, ownership, support and advocacy.
• Build onboarding programs covering product education, setup guidance, owner resources and follow-up communications.
• Create proactive touchpoints at key stages of ownership, rather than relying only on reactive customer service.
• Manage owner and dealer cases from first contact to resolution, including complaints and escalations, with speed, empathy and accountability.
• Build owner loyalty, community engagement, referrals, repeat purchases and advocacy.
• Ensure customers receive a consistent Mohab experience whether they buy directly or through a dealer.

Qualifications

Required

• 5+ years in aftersales, warranty or service operations for automotive, RV, powersports, commercial vehicles or vehicle accessories or in fixed-operations leadership at a dealer group.
• Hands-on responsibility for at least two of: warranty administration, service parts operations, customer experience programs.
• Working knowledge of warranty: claim review, labor-time standards, dealer audits and supplier cost recovery.
• Solid understanding of customer service operations and customer journey design.
• Ability to interpret technical product issues and coordinate solutions without being the engineer performing the diagnosis.
• Experience using CRM, ticketing, warranty or service-management platforms.
• Clear written and verbal communication, including policies, procedures and dealer communications.
• Highly organized, with strong follow-through and attention to detail.

Preferred

• Experience building, rebuilding or scaling aftersales processes, for example at a brand launch, new market entry or startup.
• Background in RV, truck campers, 4x4, overlanding or vehicle accessories.
• Ability to speak Mandarin is an asset.
• A degree in business, engineering or automotive management, or equivalent experience.
• A personal interest in overlanding and the outdoors.

$60K to $80K