Quality and Field Service Director

Alexander Dennis; Las Vegas (NV); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Immediate benefit eligibility

Paid holidays and vacation

401K with generous company match

On-the-job training

Advancement opportunities

Inclusive workplace culture

Job summary

Alexander Dennis, a global leader in bus design and manufacture, seeks a Quality, Reliability & Service Director in Las Vegas to own vehicle quality and aftermarket service end-to-end. You will drive improvements across the full product lifecycle, oversee warranty and field operations, ensure regulatory compliance, and maximize fleet availability and customer satisfaction.

Lead cross-functional teams, translate field data into engineering and manufacturing gains, and champion COPQ reduction.

Qualifications

• Post-secondary education in an Engineering/Quality field or equivalent experience.
• Experience in Quality, Field Service, Engineering, or related roles in heavy-duty vehicles.
• Leadership experience managing teams and cross-functional initiatives, incl. remote or field teams.
• Experience managing warranty, field service, and customer acceptance processes with cost control.
• Proven budgets management and multi-million-dollar campaigns.

Responsibilities

• Establish processes, standards, and performance expectations across Quality and Service.
• Ensure production quality systems and controls deliver vehicles aligned to standards.
• Oversee QA frameworks, inspection strategies, and customer acceptance.
• Drive cross-functional resolution of quality and field issues via root-cause actions.
• Monitor vehicle performance, uptime, and customer satisfaction; lead major escalations.
• Translate field insights into improvements for engineering, manufacturing and quality.
• Lead continuous improvement to reduce repeat failures and long-term performance.
• Oversee field service operations to ensure high-quality customer support.
• Own warranty performance, COPQ reduction, and cost controls.
• Ensure regulatory reporting compliance and align with business objectives.

Skills

Leadership

Cross-functional coordination

Quality systems

Root cause analysis (RCA)

Budget management

Continuous improvement

Education

Post-secondary Engineering/Quality

Job description

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 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

OUR WHY:

We exist to move people. Our mission is to design, deliver, and support market-leading bus and motorcoach solutions that are safe, accessible, efficient, and reliable. Our values—safety, quality, integrity, accountability, teamwork, and sustainability—are at the core of everything we do.

NFI Group | We Move People - YouTube

News and information is available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, nfi.parts, www.alexander-dennis.com, arbocsv.com, and carfaircomposites.com.

Alexander Dennis is committed to administering all employment matters in accordance with the value we place on fostering an inclusive and welcoming workplace that values the contributions of all team members. We ensure that all employment decisions are based upon merit and comply with applicable employment legislation and requirements. Accommodations are available at all stages of the recruitment process, at the candidates' request.