Aftersales Manager

About the Role

We are seeking an Aftersales Manager (m/f/d) to setup and launch a full Aftersales function to support the launch of the Changan brand in Germany.

This role requires a hands-on approach as we scale the business from the ground up. As the Aftersales Manager (m/f/d), you’ll have the unique opportunity to use your planning, influencing and leadership skills to shape the Changan business in Germany. Recruiting a Germany based team and working with 3rd party suppliers you will be responsible for establishing a parts supply structure, technical support, customer service standards and support. This will be aligned with and supported by the teams in Europe and China and delivered to the same outstanding levels as the Changan product.

Key Responsibilities:

• Establish the German aftersales function, working with European and Global teams. Recruit and manage and mentor a Germany based team.
• Develop and implement parts supply, technical support, customer service and satisfaction programs and standards.
• Meet key performance targets for service and parts departments, develop targets for Dealers and suppliers to ensure consistent high performance.
• Work with Germany Dealer body to deliver high levels of customer and Dealer satisfaction.
• Manage warranty claims and customer complaints in line with Changan standards.
• Develop and implement local technical service and training.
• Deliver nationwide customer service standards in line with fleet and leasing requirements.
• Manage 3rd party suppliers to deliver high quality and cost efficiency for Changan.
• Integrate accessories business into daily Dealer operations.

Qualifications:

• Bachelors degree or similar qualification.
• Several years of experience in Automotive Sales & Marketing with a significant proportion in Aftersales.
• Proven track record of leading Aftersales functions, preferably in a multi-national environment.
• Strong understanding of automotive aftersales trends, strategies and processes.
• Evidenced experience of working with Dealers to provide excellent customer service.
• Excellent leadership, communication, and interpersonal skills, with the ability to work effectively with international, cross-functional teams.
• Strong problem-solving skills, with a strategic mindset and the ability to adapt to changing market conditions.
• Fluent German and English