Aftersales Lead

Vor 5 Tagen

Frankfurt am Main, Hessen, Deutschland Zeekr EU Vollzeit 60.000 € - 120.000 € pro Jahr

The Company

We are Zeekr, built on a decade of European experience. We are a premium electric vehicle and technology solutions brand from Geely Holding Group, one of world's largest automotive companies. Our goal and vision is to accelerate the shift to fully electrified mobility. We are committed to driving the future of transportation with cutting-edge technology and a customer-centric approach.

The role
Our German team is looking for an Aftersales Lead who will be part of building our Aftersales business in Zeekr Germany.

This is what you will do:

  • Act a SPOC and PIC for all Aftersales related matters: Act as SPOC (Single Point of Contact) and PIC (Person in Charge) for all Aftersales topics towards partners and to the Zeekr EU Aftersales HQ function, and manage the Go-to-Market of Aftersales for Zeekr Germany successfully.
  • Build and Set-up the Aftersales Network in Germany: Onboard the service partners, set-up necessary processes, structures and systems to enable them being fully operational (initial parts stock, connection to Aftersales Systems, Training, Special tools, etc.). Foster and maintain strong relationships and collaborate to ensure alignment with our Aftersales service standards and customer satisfaction goals.
  • Implement Aftersales Strategies: Execute the Aftersales strategy for the German market to enhance customer satisfaction, loyalty, and retention Drive initiatives to improve service efficiency, streamline processes, and reduce customer downtime. Establish and monitor key performance indicators (KPIs) for Aftersales services or service training. 
  • Resolve Escalated Issues: Act as a point of contact for escalated after-sales issues, working closely to resolve customer concerns promptly and effectively. Collaborate with internal teams to ensure swift resolution of technical and service-related challenges.
  • Ensure Readiness for Warranty Claims and Spare Parts: Set-up and manage all processes and systems regarding warranty topics (incl. potential recalls) and parts supply/stock.
  • PDI/PDS/Last Mile Inspection/delivery: Manage the PDI/PDS as well as the Last-Mile-Inspection and the final delivery to customers from end to end.
  • Monitor Performance Metrics: Establish and monitor key performance indicators (KPIs) for after sales services based on the Zeekr MSS Customer Care Scorecard. Analyze data to identify trends, areas for improvement, and opportunities to enhance the overall after-sales experience. 
  • Organise monthly online update sessions with the Aftersales manager of the Authorised Service workshops to discuss and identify the most important topics in the areas of technical issues and developments, parts and warranty.

To be successful in the role you will demonstrate:

  • Extensive experience in Aftersales management within the automotive industry, ideally working for an OEM, Importer organization or Dealer organization.
  • Strong technical understanding of electric vehicles and automotive systems.
  • Proven experience in building and maintaining strong relationships for a premium automotive brand, specifically within the Aftersales teams.
  • Excellent problem-solving skills with the ability to address complex technical issues and provide effective solutions.
  • Exceptional communication and presentation skills in both German and English.

To thrive at Zeekr we believe that you have the courage to lead with trust and care and you don't mind getting your hands dirty. You are highly innovative and have a great ability to adapt and perform in a constantly changing, fast-paced, highly demanding work environment. Like us, you believe it's important to have a passion to work in an international and multicultural environment with the desire and ability to embrace the diversity of people, perspectives, and styles.

Apply today, we will perform ongoing selection during the application period. We look forward to hearing from you.

Please note that due to GDPR regulations we can only accept applications sent through the recruitment system, not via email or other channels. We do not accept applications submitted by external recruitment companies. 

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