Quality, Reliability & Service Director

Quality, Reliability & 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.

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.

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

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

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

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,…