Automotive After-sales Manager
vor 1 Woche
**Company Overview**:
Our client is an internationally renowned Chinese automotive manufacturer, committed to customer-centric innovation and delivering premium-quality vehicles and services globally. With operations spanning over 100 countries and regions, the company holds a strong presence in international markets. Boasting a robust global footprint, it has maintained its position as the leader in passenger vehicle exports among Chinese brands for 22 consecutive years—a testament to its enduring competitiveness and market leadership.
**Responsibilities**:
- Spearhead the establishment of an after-sales service (ASS) system tailored for the German market, ensuring compliance with local regulations by formulating service standards and processes (e.g., repair quality benchmarks, maintenance intervals, complaint resolution mechanisms).
- Regularly evaluate after-sales process efficiency, enhance service responsiveness by optimizing repair scheduling, streamlining customer check-ins, and deploying digital tools.
- Develop a customer satisfaction monitoring framework, track service quality via NPS and CSAT metrics, and deliver monthly analytical reports to drive targeted improvements.
- Oversee end-to-end complaint management, collaborating with technical teams to resolve complex repair issues.
- Partner with sales teams to design service value-added packages, boosting after-sales contract signings at purchase, and provide R&D with recurring repair insights to refine products.
**Requirements**:
- Bachelor’s degree or higher in Automotive Engineering, Vehicle Maintenance, After-Sales Management, or related fields.
- 3+ years of automotive after-sales management experience; German market team leadership preferred.
- Proficient in ICE vehicle repair systems, knowledgeable about Germany’s ASS ecosystem (e.g., TÜV certification, industry standards) and mainstream ASS tools.
- Native German, fluent English; strong cross-departmental coordination skills to bridge HQ and regional teams.
- Data-driven problem-solving ability; adept at using DMS and analytics tools to identify service gaps via repair data and feedback.
- Leadership to set clear team KPIs, enhance execution through training and incentive programs.
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