Regional Associate

Vor 3 Tagen

Berlin, Deutschland VanMoof Vollzeit

**Overview**:
VanMoof’s Service Associates are the leaders of our service teams. In this role, you will be responsible for delivering an impeccable service experience to each and every VanMoof customer while preparing VanMoof Service teams to meet our growing fleet.

**Expectations and Responsibilities**:
Our Service Associates must deliver excellent results and achieve goals quarter after quarter, month after month, in all aspects of customers, people, and operations.
- Customer-focused: it is your responsibility to exceed our customers’ expectations of what a service experience should be. We expect you to go above and beyond for our customers. You will actively monitor trends to make necessary improvements, and assist your team in developing appropriate standards and processes to continuously elevate the overall service experience.
- People: Our Service Associates lead by example. We expect you to put your team’s success before your own, and actively involve yourself in your team members’ growth and development. Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment. Our Service Associates are the coaches of their teams - you must provide regular coaching and feedback, and have a deep knowledge of your team’s strengths and opportunities. You will be responsible for leading change and inspiring your team every day.
- Operational excellence: As a Service Associate, you must understand and own every aspect of a location’s performance. You will be responsible for driving continuous improvements to facilitate exceptional team output and customer service. We expect you to champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.
- Financials: Service Associates are expected to understand our business, know their numbers, and lead the center’s daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue where applicable/.

Attitude and approach are everything. You must:

- Be a leader and a team player.
- Love to change the status quo and work well in high-pressure situations.
- Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful.
- Be self-aware, flexible, and open-minded.
- Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset.
- Be an advocate for your customers and your team. Your success depends on theirs.

**General Requirements**:

- Professional experience: Prior leadership experience in a service-focused industry. Biking expertise is preferred.
- Process/operations experience: strong and proven experience leading technical repair in a fast-paced, technology-driven environment with customer-facing responsibilities.
- Technical acumen is required - you must develop a knowledge of all VanMoof products, as well as Service systems, processes, and procedures.

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