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Aftersales Service Management
Lead the planning, implementation, and governance of global aftersales service operations, including MBS (Mobile Service), MBC (Mobile Body & Paint), Valet Service, and other strategic service initiatives across all markets.
Develop partnership strategies; identify, evaluate, and negotiate with service providers to establish collaborations for EV charging services in North America and Europe.
Oversee the formulation and execution of defect rectification programs and recall campaigns, ensuring alignment with global standards and timely resolution across markets.
Provide strategic direction and cross-functional coordination to enhance service performance, efficiency, and customer satisfaction.
Customer Experience & Complaints Management
Direct the end-to-end management of aftersales-related customer complaints, ensuring effective delegation, timely follow-up, and final closure at a high standard of quality.
Lead the resolution of complex or critical aftersales issues that exceed the capabilities of the Customer Call Center, ensuring proper root-cause analysis and long-term corrective actions.
Review and approve goodwill/support proposals submitted by regional market teams, guaranteeing consistency, fairness, and optimization of customer-experience outcomes.
Drive collaboration with the Customer Call Center and other internal stakeholders to design and implement customer experience enhancement programs, service innovation initiatives, and continuous improvement projects.
Requirements
Bachelor's degree in Business Administration, Engineering, Automotive Technology, or related field (Master's degree is a plus).
8+ years of experience, including at least 5 years in a managerial or leadership role within aftersales, or automotive service operations.
Proven ability to lead cross-functional teams and manage multi-market or global service activities.
Strong strategic thinking, problem-solving, and stakeholder management abilities.
Excellent communication and negotiation skills; English proficiency is required.
We appreciate your interest in this opportunity. Given the high volume of applications, we will only be able to contact shortlisted candidates. We value your understanding and patience in this process. Thank you for your interest and cooperation.
