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.