Service Operations Manager (m/f/d)

Key Responsibilities:

• Take lead on defining and improving the service customer journey and be SPOC for end-to-end customer journey.
• Responsible for technical support to workshops. Support set-up of call centre for customer service issue incl. customer satisfaction survey.
• Collecting, organizing and analyzing service environment, policies and regulations, competitor information and industry information in the local markets.
• Promoting the construction of local market after-sales service networks.
• Evaluating the after-sales service network service capabilities in the local markets.
• Establishing, compiling, and analyzing indicators related to European service operations.
• Secure service compliance in NSC markets.
• Setting business requirements from service perspective for dealer, NSC and Changan Europe to ESS IT system.
• Write, document, implement & monitor Service process house.
• Establishment of Warranty operations in Europe from operational handling perspective. Co-Lead the financial side of warranty process in close dialogue with Changan China.

Qualifications:

• Bachelor degree or similar qualification plus several years of work experience in service operation of other automotive brands.
• Have a systematic understanding and practice of new car launch service preparation, service channel construction and operation, etc.
• Strong cross team communication and collaboration skills, problem-solving skills, and learning abilities.
• Daily communication in the market is accessible, with priority given to those who possess both English and local language skills.
• Familiarity with compliance topics, regulatory topics and have worked in close exchange with vehicle quality.
• Experience in setting business requirements into IT development projects.
• Ability to draft Service core process & adapts to markets and drive implementation.
• Experience with lining out and Service customer journey end-to-end.
• In depth knowledge on vehicle warranty.
• Experience in setting-up technical support and customer care operations.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service

Industries

Motor Vehicle Manufacturing

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