Job Responsibilities
 

• Build and refine the regional after-sales service framework for EV passenger vehicles in Europe; establish standardized operational procedures, service metrics, and management rules across all service points.

• Plan, construct, and manage local repair centers and service facilities across Europe; evaluate, onboard, and empower service providers to elevate service capabilities and customer satisfaction.

• Oversee end-to-end after-sales operations, including EV maintenance, routine servicing, diagnostics, warranty claims, and customer complaint resolution; address technical, operational, and customer disputes.

• Manage the European after-sales team and establish training programs (technical repair skills, service etiquette, customer communications) to enhance team professionalism and service quality.

• Collaborate with local technical support and spare parts teams to coordinate technical guidance and parts availability, ensuring efficient repair services.

• Analyze after-sales service metrics (customer satisfaction, repair turnaround time, complaint rates, warranty claims data) to streamline service workflows and reduce operational costs.

• Ensure full compliance with EU automotive after-sales regulations, warranty laws, and consumer rights legislation to maintain brand credibility and customer trust.

Job Requirements

• Bachelor’s degree or above in Automotive Maintenance, Automotive Service Engineering, Mechanical Engineering, or related fields. 5+ years of experience in automotive after-sales service management in Europe; EV after-sales management experience is preferred.

• Well-versed in EU and local automotive after-sales policies, consumer protection laws, EV powertrain (battery, motor, electronic control) repair principles, and service workflows.

• Proven expertise in constructing after-sales service networks, managing facilities, and leading teams; capable of independently resolving complex technical issues and customer complaints with a strong customer-first mindset.

• Fluent in English; knowledge of local European languages is a plus. Clear understanding of the European automotive aftermarket; willingness to travel within Europe.

• Familiar with EV after-sales technical standards and warranty claims processes; strong technical judgment, leadership, and cross-functional coordination skills.

• Detail-oriented, highly responsible, resilient under pressure, and capable of managing emergency situations with a relentless focus on service quality.