Quality and Field Service Director

Alexander Dennis is a global leader in the design and manufacture of double-deck and lightweight buses. Building on 130 years of heritage, we’re leading the transition to zero-emission mobility, with 3,000 zero-emission buses sold to date. Alexander Dennis is a subsidiary of NFI Group, a leader in propulsion agnostic bus and coach mobility solutions. Operating in 10 countries, we’re investing in our people and our communities, with over 31,000 buses and coaches in service around the world. 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. WHY JOIN US: Be a part of a team leading the world’s electrification of mass mobility Competitive compensation and benefit package with immediate benefit eligibility Paid holidays and vacation 401K with generous company match Passionate about creating a better product, a better workplace, and a better world Inclusive workplace culture that values and empowers team members On-the-job training in a continuous learning environment (we invested $15.9 million in 2024) Advancement opportunities within our family of companies 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…