POSITION SUMMARY: The Quality, Reliability & Service Director is accountable for end-to-end ownership of vehicle quality, reliability, and aftermarket service performance across the full product lifecycle - from build through customer acceptance to in-service operation.
This role ensures that vehicle quality aligns with defined standards and customer expectations, while driving continuous improvement through field feedback. The position is responsible for reducing the cost of poor quality, overseeing warranty and field service operations, ensuring regulatory compliance, and maximizing customer satisfaction and fleet availability.
WHAT YOU WILL DO: - Establish processes, standards, and performance expectations across Quality and Service functions
- Ensure production quality systems, processes, and controls consistently deliver vehicles aligned to standards and customer expectations
- Oversee quality assurance frameworks, including inspection strategies and customer acceptance processes, ensuring successful delivery and handover
- Drive cross-functional resolution of quality and field issues through structured root cause analysis and corrective actions
- Monitor vehicle performance, including availability and in-service performance, and act as the senior escalation point for major customer and field issues, driving improvements in fleet availability, uptime, and customer satisfaction
- Translate field insights and data into improvements across engineering, manufacturing, and quality processes
- Lead continuous improvement strategy focused on reducing repeat failures and improving long-term performance
- Provide oversight of field service operations to ensure high-quality customer support
- Own warranty performance, cost control, and reduction of cost of poor quality (COPQ)
- Ensure regulatory reporting compliance and financial discipline across Quality and Service operations
- Align quality and service performance with overall business and commercial objectives
WHAT YOU NEED TO BE SUCCESSFUL: - Post-secondary education in a related Engineering/Quality field or equivalent experience
- Experience in Quality, Field Service, Engineering, or related roles, preferably within the bus, coach, or similar heavy-duty vehicles industries
- Leadership experience managing teams and cross-functional initiatives, including remote or field-based service teams
- Experience managing warranty, field service, and customer acceptance processes, with strong understanding of cost control
- Proven experience managing budgets and multi-million-dollar campaigns
- Ability to lead business transformation and continuous improvement initiatives while managing a broad and complex portfolio of priorities
- Strong problem-solving capability with understanding of structured methodologies (e.g., 8D, RCA), quality assurance processes, inspections, and quality systems and standards (ISO 9001 preferred)
- Technical aptitude with the ability to leverage systems and data to support Quality and Service functions
