REE Automotive (Nasdaq: REE) is changing the electric mobility and aims at becoming the standard for electric vehicles. REE’s disruptive corner technology enables a completely flat and modular chassis that supports mission-specific EVs from class 1 to class 6 for commercial vehicles and people movers. 

REE is seeking a Head of CX - After Sales & Service Operations, North America to support REE’s rapid growth and development activities in the region. This role will report to the COO and will be based out of Austin, Texas.

The Head of CX - After Sales & Service Operations, North America will take on a critical role for aiding in brand development and will take ownership of a key portion of the customer experience for REE. A successful applicant will be required to own leadership of the development of service operational policies and associated infrastructure deployment, while embodying REE’s culture of organizational excellence. This individual is ultimately accountable for managing the processes and systems for technical and tactical support, technical publications, on-going training of clients, parts supply, service operations/OKR’s/KPI’s, regulatory & compliance relationship, and customer experience management. 

Responsibilities:

Strategic Management

• Build and develop REE’s service network, including identifying 3rd party service partners for locations not supported by the REE dealer/distributor network.
• Develop and maintain SOP’s for distribution and service centers. Setting KPI’s, manuals, procedures for service teams.
• Manage all Service and Technical aspects for the full range of products with the objective of qualifying and achieving the standard of work for repair and replace (MTTR).
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• Develop & manage, in partnership with the business development & marketing teams, a national network of certified service centers and manage the ongoing service repair process to meet corporate & brand objectives.
• Ensure compliance with all federal, state, and local regulatory agencies as well as county bylaws governing maintenance work.
• Support the warranty reporting processes and any potential recall campaigns.
• Develop and manage a network of certified collision repair centers and manage the ongoing collision repair process.
• Implement processes to support all service and business operations, including service system for series production support, design for serviceability, and provide future feedback with
• engineering design guidelines (Continuous Improvement based on feedback from the service field operators).
• Oversee all Service Facility standard assessments; ensure they uphold REE’s Culture of Organizational Excellence and brand guidelines.
• Continuously improve quality by accurately capturing field issues and ensure corrective action process is being followed in the field, including but not limited to, being the main point of contact between the quality team and service centers and other related third party relationship management.
• Evaluate and make recommendations to the leadership on dealers and/or third party service providers as to there alignment with REE’s mission and DNA..
• Manage the relationship with dealers and third party service providers in regards to after sales and service operations.
• Develop SOP’s for third party vendors, ensuring proper training and REE standards are met – ensure measurables to assess objectively.
• Build strategic relationships with vendors to service REE vehicles (i.e. – supplemental equipment, service apparatus/fixtures, diagnostic equipment etc.).
• Budget development and execution.

After Sales & Service

• Set-up all customer experience aspects for after sales, providing the highest quality of customer service - Partner with Marketing & Sales to align customer messaging.
• Develop process on how to process customer calls for action by geographical region.
• Collaborate with Sales, Marketing, and Dealer/Distribution channels to determine location, size, and rollout timing for service locations.
• Administer and manage all aspects of customer and service center feedback pertaining to product reliability; assist service centers (and customers alike) to meet or exceed resolutions regarding the vehicle repair experience.
• Examine and apply company warranty policy ensuring claims are appropriately tracked & processed
• Coordinate and/or provide effective training to service center network to resolve technical problems
• Work with the appropriate teams on the established tooling guidelines and diagnostic systems that facilitates rapid and effective repairs processes.

Service Engineering

• Partner with engineering, quality, manufacturing, and the dealer/service network to continually improve vehicle design for serviceability to minimize service hours.
• Support engineering through FMEA and validation testing inputs in order to support design for serviceability; support V&V testing activities, especially in region.
• Develop the service engineering department in collaboration with engineering & quality.
• Parts and parts availability (PFEP – Plan for every part; distribution, stocking methods, lead-times, quantity, location, cost, strategy, etc.)
• Reconciliation of the warranty parts and warranty labor costs between the dealers/service centers, REE, and the part suppliers (in cooperation with Supply Chain).
• Manage the creation and dissemination of technical publications (i.e. User and service documentation) amongst the dealers/distributors/service providers.
• Partner with ERP Team to integrate all processes into the REE ERP system, including integration of the accurate costing and tracking of service operations.

Team Management

• Instill REE’s Culture of Organizational Excellence in all doings.
• Establish goals and objectives for the department including, mentoring, training, lead & develop all new/existing team members.
• Conducts performance appraisals on all direct report's ability to complete their function effectively.
• Initiating, sustaining & improving KPI's relating to reduction of Internal, supplier, & customer incidents.

Other Duties

Perform other duties as required by for the success of REE. As a startup this can highly vary and is also one of the advantages of the environment.